APPENDIX A

Oasis Disc Manufacturing: Customer and Phone Interaction Guidelines and Lexicon Excerpts

© Four Aces Inc. All Rights Reserved, Courtesy Micah Solomon

Customer Interaction Guidelines

• Preferred acknowledgements and greetings

– “Absolutely”

– “I’ll be happy to”

– “Right away!”

– “It will be my pleasure”

– “My pleasure”

– “Thank YOU!”

– You are very welcome!

– You’re welcome.

– Good Moming/Afternoon/Evening

– You bet! (but don’t over-use!)

• Discouraged acknowledgments and greetings:

– No problem! (this is appropriate only when you are trying to convince a customer that they truly haven’t inconvenienced you)

– OK!

– Hi.

Unacceptable acknowledgments and greetings:

– Sure.

– Uh huh (and other similar vocalizations)

– Yes? (as a response to a comment bv a customer like “Hi. This is Jerrv Customer.”)

• There are dozens of better and worse ways to use language.

MANY times it’s truly “not what you say but how you say it.” Keep this in mind and choose your words carefully.

Examples of good and bad language:

– Not acceptable: “you owe…”

– Good: “our records show a balance of…” (note: rough collection methods are an EASY way to lose customers).

– Not acceptable: “You need to…”

– Good: “We find it works best if you…”

• Answering the telephone (external calls):

– Welcome to Oasis, this is (name), how may I assist you?

– Thank you for calling Oasis, this is (name), how may I help you?”

– Oasis-good morning, this is (name) how may I assist you?

– Oasis—good morning. May I please place you on a brief hold? (caller is in control)

(If you are going to use time-specific greetings, be sure you can get it right not answer “good morning” at 1 PM or “good afternoon” at 10 AM!)

• Answering the telephone (internal calls):

– Reception, this is (name), how may I assist you?

– Reception, May I please place you on a brief hold?

• Apologies:

– I am so sorry you experienced this problem, please forgive us. What can I do to assist you and make it right?

– I am sorry to hear that, please forgive us! Let me attempt to correct this issue right away

– I am terribly sorry, please forgive us. What can I do to help?s

– I am sorry to hear that, how can I help?

• Pleasant Departure:

– Have a wonderful day, good-bye

– Thank you for working with us today

– Thank you for calling Oasis, good-bye

 

Telephone Interaction Guidelines

Key Concepts:

• Calling Oasis is a pleasant experience for the caller that adds value for the caller.

• External callers should always experience a three-element response:

1. A pleasant greeting

2. A self identification (identify Oasis and the person answering the phone)

3. An offer of assistance

• The interaction with the caller should be warm, sincere and spirited (full of character)

• We always adjust and conform to the pace of the caller

• Oasis’ preferred terminology should be used at all times. However, each person can choose his or her greetings within the guidelines

• Once we are aware of the name of the caller, we use it when possible, within reason. (But do not extend this too far beyond what would be natural in everyday speech.)

• The caller is always in control of the phone conversation.

• Every call is ended with a warm farewell and the use of the caller’s name, if possible.

• Internal call standards are consistent (but not identical) with external calls:

– Internal callers should experience, at minimum, a self-identification and a greeting, or a self-identification and an offer of assistance. For example.: Good morning, this is Steven! or: This is Steven, how may I help you? Or simply “Hello, this is Steven.”

• Example 1: (Caller in italics)

– Welcome to Oasis, this is Michelle, how may I help you?

– Hi. I’d like to speak with Jane…

– Absolutely! I’m happy to connect you. While I’m connecting you would you mind if I check your customer information so that we’re sure your profile is up to date?

– No prob.

– [CSR prompts caller to update file]

– Thank you for helping me with that! Please hold…. (CSR informs Jane that she has a call) Mr. ____, go ahead please.

– Thank you!

– You’re welcome! (Operator disconnects)

• Example 2: (Caller in italics)

– Thank you for calling Oasis, this is Penny, how may I assist you?

– Hey, this is Bill Smith, I’d like to speak with Marty….

– You bet! I am happy to connect you. While I’m connecting you would you mind if I check your customer information so that we’re sure your profile is up to date?

– No, I just want to talk with Marty!

– Absolutely, Bill! (Operator does not find Marty)

– I am so sorry, Marty is not answering his line, may I offer you his voice mail?

– Can you just tell him to call me at 404 555 1212.

– Absolutely. I’ll put the message where I know he’ll get it. Is there anything else I can do for you?

– I’m good, thanks.

– You’re welcome, Bill… have a wonderful day!

• The caller is always in control:

– No surprises! (e.g. automatic transfer to empty line/voicemail)

– Agrees to be placed on hold (except momentary hold for connection)

– No extensive holding of the line (1 minute max without explicit permission)

Call screening, if any, must be done in a way that is completely hidden from the caller.

Never ever ever say “and the purpose of this call is?” “who are you with?” “Will she know what you’re calling about?” or other insulting questions. Instead prompt for info as scripted on page 3, or in a faster situation say “You bet-may I get your name so I can pass it on to him?” (Note how this brief, invisible screening includes both a request AND the reason for this request, and the reason must clearly not be that he or she is screening calls).

(NOTE—this is a KEY point. Customers despise having their calls screened, so this wording is critical. You need to give them the feeling that they ALREADY have made it through the screening process BEFORE they are asked to divulge their names; the info you ask for must be requested for professional purposes, not to get them past the velvet rope.

No speaker phone (unless agreed upon)

Wait until the caller hangs up before disconnecting

Always have “the last word” (e.g., as follows): Caller’s in italics:

• Thank you for calling Oasis! This is Steven. How may I assist you?

• Good Morning…

• Good morning Steven!

• ….. Could you please connect me with Jerry Seinfeld?

• I will be happy to! Please hold.

• Thank you!

• You are welcome! Jerry is on the line, please go ahead.

• Thank you!

• You are very welcome!

 

Pointers and Pet Peeves

• How you answer the query “how are you” and “how are you doing?” may set the tone for your entire interaction.

– Always respond to “how are you?” with both an answer as to how you’re doing and a query as to how your client is doing. Obviously this is part of the principle to “always have the last word,” but it is such a key point that it is restated here.

– If asked, always answer with an unequivocally positive response as to how you’re doing. “I’m doing great!” or “Wonderful” or “Super” or something similarly cheery.* The only, rare exception to this is if something truly bad has happened to you and you know the client personally and it seems appropriate to discuss.

*(“I’m well” can sound a bit too perfect and make a client subliminally uneasy in our informal business.)

• Use the following precise wording when transferring to voicemail: “May I offer you her voicemail?” Also note that some people HATE to be transferred to voicemail. For this reason also consider creative options such as offering to “hand-carry a message to her when she comes back to the office.”

• Once you have a client on hold: make sure you check back regularly. If possible, gently encourage client to go into voicemail. If the client insists on holding, apologize for the delay, even if you feel the client is being stubborn. NOTE: Oasis is small. We are mobile. If a note waved in front of someone’s face or an IM to someone in an other office is what’s called for, go for it!

• Oasis has very few “policies” that are unchangeable. (And “policy” is a word you should never use with a client.) If you find yourself quoting policy and getting more and more inflexible until you’re backed into a corner, slow down, breathe, and call for backup.

• Oasis people are not snobs.

– We use carefully-chosen language in our scripts only to improve the customer interaction, never to be snooty or excessively formal.

– We avoid pre-judging people negatively based on superficial impressions. In the music business, it is hard to tell who is “important” and who is not, so we assume everyone has importance to Oasis.

• Try to avoid the word “No.”

– Even if you’re giving a client the definitive (negative) answer, there’s almost always a way to soften the blow: “That’s an interesting idea; however we have a method in place that we find works really well for us. May I go over it with you?” When “no” is the final answer, offering an alternative solution and apology makes it easier to accept: “I’m sorry, Mr. Jamison, although we were unable to upgrade the shipping of your complete project to Madagascar for free, would it help if we ship two boxes overnight at our expense?” (long story short: don’t say the “no” without having a “yes” within the same breath.)

• Check your voicemail and email.

– The only excuse for not checking your voicemail is if you’re involved in some difficult “think” project that requires all your concentration. (This is also one of the only excuses for letting a call go to voicemail in the first place.) When you cannot be in the office, leave an alternate greeting on the phone that addresses this-or check your voicemail frequently during your absence.

• In your outgoing voicemail message or when leaving voicemails for other, don’t speed up when you’re saying the digits: say any numbers or unusual name spellings slowly and always be sure to repeat them! People should be able to write these tidbits down ideally without rewinding the tape or calling back to hear your announcement a second time.

• There are technical skills involved in using the phone. Learn them!

• Last names, extension numbers (or direct dial numbers) and email addresses are “musts”: use them in your voicemails and emails to make it easy for a client to call you back.

• Nothing in this document should preclude you from being “real people” on the phone or even becoming real friends with your clients and prospective clients (assuming you remain protective of Oasis interests).

• We aren’t just selling a product. We are paying attention: to our clients, their music and their aspirations. Showing genuine interest in the client’s project is one of the most important parts of your job.

• If a client or prospect is being rude, always stay polite.

– There are those people who are naturally rude (and your attitude won’t change that) and those who are so upset they’ve become rude as a last resort (in which case your attitude can make a world of difference). Remember: stay polite. It’s not fair, but it’s the way it MUST be at Oasis.

• Even if in public the Oasis customer is always supported, know that you’re supported behind the scenes.

– Sometimes Oasis has to apologize for things that truly aren’t our/your fault-don’t think that management doesn’t understand this.

• Never embarrass or contradict a customer.

– If they get very angry over something, it is quite likely the next day they will feel badly about how they acted.

– If they make a mistake, don’t point it out to them unless it’s absolutely necessary. And then make it seem like an easy mistake that anyone could have made.