Customer Communications Training for customer care staffs
A few more company policies around the customer care
1. No Customer Comes To the Head Office
All customers are highly prohibited from coming to head office. if any customer insists on coming to our office, they should be directed to the Egbeda office situated at
CFD WELLNESS GLOBAL NIG LTD
Block a, suite 58, primal-trek plaza, mukola busstop, Egbeda, Lagos state
2. Using Of Company Assets For Personal Gains Is Highly Prohibited
You are not allowed to use any of the company assets for your personal stuffs.
e.g.;
- Sim Card
- Airtime
- Data
Never use the company phone to call your family and friends
The penalty is permanent suspension
Greeting Customers and Ending Conversations
Always use Plural Words when addressing the customer. This portrays you as a professional and as a representative of an organization
e.g;
We, We are, Us, … etc
FOR DIRECT INCOMING CALLS
Opening Greeting; thank you for calling cfd wellness, how can we be of help to you today
Closing Conversation; This number you are calling is the official customer care number, its always reachable, so do well do save this number please
Thanks for your time, Do have a nice day sir
FOR FIRST TIME CALL TO CONFIRM ORDERS
Opening Greeting;
Good morning sir/ma, my name is (YOUR NAME) We are calling you to confirm your order for the (PRODUCT ORDERED)
are we speaking with mr/mrs (customer name)
you ordered for the (PACKAGE ORDERED) e.g. complete treatment/standard treatment
And you have asked us to deliver it to you at…
The price goes for…
Our delivery team in (customer state) would contact you shortly for your delivery
For health product continue with this…
What are the symptoms you are currently experiencing?
Please be rest assured that after taking the (PRODUCT NAME) all these symptoms would stop and you would be perfectly fine
Our delivery team in (customer state) would contact you shortly for your delivery
Closing Conversation;
This number i am calling you with is the official customer care number, its always reachable, so do well do save this number please
Thanks for your time, Do have a nice day sir
WHEN CUSTOMER IS YET TO RECEIVE THE PRODUCT THEY ORDERED FOR;
When Customers are yet to receive their products, they usually call to know what is happening and the reason for the delay;
Your Response to them should be;
We are very sorry about that ma, please give me a few minutes let me speak to our delivery team in your state to know the cause of the delay, I will get back to you shortly, Thanks for your patience ma.
FOR CFD WELLNESS HEALTH PRODUCTS
Always Introduce yourself as a Doctor.
E.g. My name is Dr. … i am calling you to confirm…
For the few customers who may go further to ask what kind of doctor you are, your response should be
Customer: Are your a medical doctor?
Response: I am a certified and licensed TRADO-MEDICAL DOCTOR with over 5 years experience in practice.
EXCUSES TO GIVE TO CUSTOMERS WHEN YOU MISSED THEIR CALLS
I Am So Sorry About that, I was with a Client…
I Am So Sorry About that, I took a break…
I Am So Sorry About that, We Were In a meeting…
FREQUENTLY ASKED QUESTIONS
The FAQ is going to be continuously updated. But you can start with these for now
Our Office is in Egbeda, Lagos State, where are you calling from?
(…after customer indicates their state)
We can deliver it to you in (customer state) today
No we don’t, Our only Office is in Lagos state. But we have delivery team in all 36 state including the FCT . we might be able to make your delivery today
Which of our products sir?
(… after customer reply)
Okay
TEMPLATE
The (product name) is an award winning product that is 100% excellent (product function )
Its not a product to try and see if it works because it always works. it is 100% guaranteed
Over 92% of all those who have used (product name ) have reported 100% satisfaction
CHOLEXDUZ
The CHOLEXDUZ is an award winning product that is 100% excellent for
- removing all bad cholesterol from the body
- stabilizing blood pressure and
- getting rid of fatty liver
It has about 14 over functions (but its most effective for the above mentioned)
CHOLEXDUZ is not a product you try and see if it works because it always works. it is 100% guaranteed
Over 92% of all those who have used CHOLEXDUZ have reported 100% satisfaction
KILL ULCER
The KILL ULCER is an award winning product for treating ulcer permanently NOT MANAGEMENT
KILL ULCER is not a product you would want to try and see if it works or not because it always works. it is 100% guaranteed
Over 92% of all those who have used KILL ULCER have reported 100% satisfaction
No it doesn’t
All cfd wellness products don’t have any side effects
YES YOU CAN
CHOLEXDUZ
cholexduz can be taken with any other medications, except medications specifically for cholesterol, for 2 reasons
1. so that you can give full credit to the cholexduz
2. to avoid overwhelming your body
for customers on BP medication
You are to take the cholexduz together with your BP medication for up to 15 days before you now start dropping your BP medication. cholexduz stabilizes BP very well
KILL ULCER
the kill ulcer can be taken with any other medication except antibiotics and pain killers, this is because they worsen ulcers
PROSTATE SHRINKER
The prostate shrinker can be taken with any other medications except antibiotics. this is because prostate shrinker contains very powerful natural antibiotics, so the orthodox shouldn’t be taken to avoid overwhelming your body system
(PRODUCT NAME) is a product of cfd wellness. It is made by our company in Nigeria
YES IT IS, The NAFDAC number is written on the product
Depends on your location?
which state are you calling/chatting from?
(…after customer reply)
We can deliver it to you in (CUSTOMER STATE) today. you are to place your order by sending us your delivery details
YOUR NAME
YOUR ADDRESS
TWO PHONE NUMBERS
I will send you an sms template right now and you are to reply with your details
Our Only Office is in Lagos state
But we have delivery team in all the 36 states including the FCT
so that customers don’t have to wait 5 to 7 days before they receive their products
Once you order now our delivery team would be assigned to deliver it to your doorstep
cfd wellness is highly driven by research and development
we discovered that over 92% of all those who took 3 packs and above reported 100% result
for this reason we created the package called COMPLETE TREATMENT 3 PACKS and gave more discount on it
Please sir, any time you call this number and we didn’t pick up, it means that there is NO DOCTOR ON SEAT
We always attend to all customers
Omeprazole is just one of the few items that makes up our advanced dosage strategy
its part of a perfect and complete formula that has produced results for over 100,000 people
if you don’t want to use the advanced dosage you can use the normal dosage without the omeprazole
What do you need it for sir?
customer: I want to verify the nafdac before placing my order
we are sorry sir/ma. we don’t provide people who aren’t yet our customers with such information such as nafdac number of our products. ITS OUR POLICY
CUSTOMER: This drug has not been evaluated by nafdac. please what do you mean here? I’m worried bcos my son is a medical doctor and could be apprehensive of me talking this drug but you have nafdac number, how come, if a drug has not been evaluated by nafdac. Waiting Response.
CONSULTANT REPLY: It’s a disclaimer mandated by all food and drug agency in the world
To be put on all herbal supplements
Not limited to Nigeria but the world
What it means is
Nafdac is saying; we have checked this herbal supplement and deemed it fit for public consumption
But health claims we cannot vouch for
This is because nafdac vouch for only orthodox medication that has singular and well know function that’s in their lexicon
E.g
Paracetamol works only for headache and pains. and its well known for donkey of years and also registered in their lexicon
Nafdac and every other agency in the world would vouch for it any day any time after confirming that the drug contains paracetamol and the health claim by the manufacturer of this paracetamol (for headache) is true
While on the other hand every herbal product has more than one functions
Which is why they cant vouch for it.