Target Selling:
BACC Team:
Kiehl’s: Rp 94.000.000,-
Yves Saint Laurent: Rp 240.000.000,-
Marketplace Team:
Kiehl’s: Rp 40.000.000,-
Lancome: Rp 45.000.000,-
Shu Uemura: Rp 20.000.000,-
Note: target selling marketplace belum fix, masih trial.
Creating Customer Experience through Communication
As a Customer Service-Teleconsultant, we have several job for:
- Answer customer’s inquiries,
- Handle complaints,
- Assist customers difficulties,
- Create orders,
- Recommend the suitable products, etc.
Achieving Target through Communication
CS Loreal Persona
We will create casual-friendly Customer Service for assisting all customer’s needs.
Step by step of communication:
- Greeting
- Probing
- Consulting-delivering the correct & complete information to customer
- Reconfirmation
- Closing
Communication Skills
- Greeting & Closing (based on the Brand standard)
- Empathy and Helpfulness
- Timeliness
- Right choice of words and tone
- Proper spelling, grammar, and punctuation.
Greeting & Closing
- Customer Service was able to greet the customer properly by greeting the customer, using general salutation with “Kak” or in case using “Bapak/Ibu” if needed
- Customer Service was able to ask the customer’s name if it is not shown on the customer details
- Customer Service was able to close the conversation properly after the conversation ends with the closing engagement & footer
- Customer Service was able to give customer complementary education based on script or directions.
Examples greetings & closing:
Bonjour Madame Alice!
Terima kasih telah menghubungi Lancôme Indonesia, saya Mystica yang akan membantu kakak hari ini.
Baik kak Alice, senang dapat membantu kakak hari ini. Kami izin akhiri percakapan ini ya kak, jika membuthkan bantuan lebih lanjut kakak bisa chat kami lagi ya ????
Merci beaucoup ????
Lancôme Indonesia/My
Konnichiwa kak (………)
Selamat datang di Shu Uemura Flagship Store, kami dengan senang hati akan bantu kakak hari ini ???? /Jn.
Arigatou, Kak (……….) ????
Senang dapat membantu kakak hari ini, jika ada pertanyaan lainnya kakak bisa hubungi kami Kembali ya kak. Sampai jumpa Kembali.
Love ????,
Shu Uemura Flagship Store Indonesia /Jn
Empathy and Helpfulness
- Customer Service was able to read actively to the customer’s problem statement and display positive initial response throughout the conversation
- Customer Service was able to apply empathy/assurance combo when necessary.
- Customer Service was able to offer another help or reconfirm the solution given to customer after delivering the solution is agreed
- Customer Service was able to appreciate customer willingness to wait during the “hold time” if necessary
Examples:
Mohon maaf atas ketidaknyamanannya ya kak ☹️????????.
Kami turut menyesal dengan pengalaman belanja yang kakak alami ☹️????????.
Kami memahami kekecewaan kak Alice terkait produk yang belum diterima ya kak ☹️????????
Terima kasih atas kesediaannya menunggu kak Alice ????????.
Apakah ada yang dapat kami bantu kembali kak? ????
Kami dengan senang hati akan membantu ????
Baik kak, kami memahami kondisi kulit kakak saat ini. Kakak tidak perlu khawatir akan kami bantu rekomendasikan produk yang cocok ya kak ????.
Timeliness
Keep the First Response Time under 10 minutes!!!!
Right Choice of Words and Tone
- Customer Service was able to avoid jargons and industry terminologies and if done so, was able to explain what it means.
- Customer Service was able to avoid foreign or ethnic language and if done so, it is done solely because the customer understood no other language; agent had to report to leads.
- Customer Service avoid vague phrases that as “I don’t know, I’m not sure, I think so, maybe, etc”, it must display positive sentences such as “We understand…, We will contact you if there is any new information for this case.“
- Customer Service display a natural and able to paraphrase the sentences
- Customer Service was able to converse with a direct manner, not talking in circle
Examples jargon:
- Kami akan kirimkan pod nya ya kak.
(seharusnya: Kami akan kirimkan bukti pengirimannya ya kak) - Kami akan eskalasi ke tim terkait ya kak.
(seharusnya: Kami akan bantu teruskan ke tim terkait terlebih dahulu kak, mohon kesediaannya menunggu.
Examples kalimat tidak efektif:
Baik kak, produknya bisa digunakan kapan saja kak, kakak juga bisa menggunakan pagi dan malam ya kak.
(seharusnya: Baik kak, untuk produk (nama produk) bisa digunakan kapan saja sesuai kebutuhan saat pagi dan malam hari.)
Proper Spelling, Grammar, and Punctuation
- Customer Service was able to use correct spelling, grammar, and punctuation all throughout the chat
- Customer Service was able to avoid misspelling sentences except displayed product name/SKU name of the product
- Customer Service was able to avoid conversing in CAPS
Examples:
- Libre Eau De Parfum Intense bukan Libre Eau De Parfum Intens
- Mohon maaf sekali kak, untuk member yang bergabung sebelum 32 Juli dan belum melakukan pembelian produk belum bisa mendapatkan produk full size. Namun, kakak tidak perlu khawatir ya kak, kakak tetap bisa mendapatkan double poin selama pembelian periode 1-14 Agustsu 2023.
- Kakak bis amelakukan pengecekan secara berkala ya kak. Selain itu, bisa menambahkan produk sebagai wishlist supaya jika sudah tersedia kembali kakak bisa mendapatkan notifikasi.
Selling Skills
- Make sure check the latest & availability promo.
- Make sure the terms & condition.
- Inform the customer all the availability offerings.
- Inform the benefits if the customers buy the products with the promo today.
- Make sure attach the link, catalog, or vouchers.
Examples:
- Buruan check out yuk kak, kami sedang ada promo beli satu gratis satu loh!!! Kakak bisa segera dapatkan produknya lewat link ini: /link produk/
- Kami sedang ada promo menarik nih kak. Pembelian riasan bibir dan wajah bisa dapat gratis lip-shaped pouch YSL seperti digambar ini. Jika berkenan bisa tambahkan cushion atau bedak ya kak.
- Kakak bisa tambahkan kode JENAGIFTAGT supaya dapat satu extra gift travel size. Segera check out yuk kak.