LOST CUSTOMERS GUIDE FOR JJ SYD SALES WHEN SUPPORT REFERRING LEADS.
JJ Syd will recieve notice from supprot when they have contacted lost customer and asked customer ,anything i can help you with
If customer has inquiry ,support person takes details and passes these to JJ Syd
support team must note persons name/contact details absolutely correctly but sometimes they wont be able to get all technical details of what customer wants
this isnt an issue as JJ Syd will start fresh with askign customer details and confrim request details are correct
JJ Syd should contact customer within 15 mins of recieving email ,if they cant then should pass onto another sales person (understanding this wont happen in breaks), in first case JJ Syd should be very helpful and price competitive to " win the customer back "
FAQ-
If customer ask who is xxx (support persons name) who made lost customer call what to do ?
oh he works here in sales ,dont at all advise buyer that support team is offsite
if you get this questions ,reply with query as to what parts the customer wants ,don't dwell on this
Support staff passed wrong details on email ,what to do ?
Guide for support is that they get contact details 100% correct ,as regards the technical specifications of what inquiry was about its ok and accepted if these arent 100%
so if support doesnt get these contact details correct ,make support person aware of this and we can use it as a learning opportunity,if its wrong often make manager aware
The part that the referral was for isnt the type of part we usually would supply i.e a bolt ,what to do ?
still contact customer and make contact
maybe script it
"thanks for inquiry we dont have THAT item now but anything else i can help you with."