TELEPHONE CALLS ACCOUNTS -outbound calls- UPDATED MAY 2017

TELEPHONE CALLS ACCOUNTS -outbound calls- UPDATED MAY 2017

NOTE FOR ADMIN:
Do not make calls during Tuesdays and Thursdays not unless the customer requested for call back or accounts are only available on those days
Reminder emails are being sent Tuesdays and Thursdays so let's not make a call as well if unnecessary.
If account has been put on CHK, please make sure to mention that NO PARTS ARE GOING TO BE RELEASED UNTIL PAYMENTS ARE MADE.

FOR COD CUSTOMERS: 
if accounts unable to get in contact (VM/no answer) and able to get in contact but uncooperative, we refer to sales person.

BACKGROUND
We send email reminders to customers but sometimes as a follow up we need to make calls in order to receive payments
When emails are sent they will be noted with a follow up date ,we action the calls with that follow up date 

THESE CALLS ONLY MAKE BETWEEN 10 AM AND 4 PM SYDNEY TIME
ITS EASIER TO START FROM THE TOP OF CALL TICKETS FOR THAT DAY AND MOVE DOWN THRU THE LIST 
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PREP BEFORE THE CALL  

1. Make sure that you have all the info that you want to discuss with customer before calling out. Have all the system that you know you will use during the conversation like Pinnacle. It will save your time and customer's time as well if you are well prepared.

Be prepared for the questions you will be asked 

Check on pinnacle before the call in case customer has just paid today 
If amount owing is for a specific invoice , you can look it up and see if RMA is already done for item to be returned 

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3. Dial customer's number and say your opening spiel. 

Hi! This is (YOUR NAME) from JJ Auto Parts. May I speak with (customer's name) please? 

 if you are requesting invoices - advise i am requesting a copy of invoice.... be emailed to admin@jjautoparts.com.au

4. Once you are able to speak with customer just say the reason why you are calling and discuss that with them.  

5. If you only got a voicemail service on your first attempt, make a note on  this in the ticket , set due date again as today with low priority and move to next ticket , note wait for about an hour before calling again. 



Hi! This is (YOUR NAME) from JJ Auto Parts and I'm just calling regarding...

I wanted to talk to you about this but you're seems busy. I'll try ringing you back in an hour. 


 

6. If you still reached the voicemail on your second attempt you can say this spiels below.


 


IF NEVER HAD A TRANSACTION/CONVERSATION WITH CUSTOMER

Hi! This is (YOUR NAME) from JJ Auto Parts and I'm just calling regarding...

I been trying to contact you on this number to discuss further but I'm unable reach you.

If you will have time please send me an email to admin@jjautoparts.com.au at your convenient time.

Just put in my attention (YOUR NAME) and I will just reply to it as soon as I can.

Otherwise you can ring us back on ……………………………..Monday to Friday for urgent concerns. 

 

CUSTOMER HAD TRANSACTION/CONVERSATION WITH US VIA EMAIL 

If customer has contacted you through email, please respond within 2 hours to the email.  If the request or question can be completed via email . There is no reason to call customer/ supplier via telephone.  

7. Take a note of your conversation in the ticket. Every call should have a corresponding note. That means if you have 3 phone calls with the same customer there should also be 3 notes left in the ticket and it should reflect the customer's info, concern and resolution you made.( delete this matt 8/5/17 ) 

If the amount owing is for multiple invoices and these are having multiple questions then its easier to create sub tickets for the specific invoices ,or even create a one off google sheet and attach to the ticket 

 NOTE INFORMATION IN TICKET SO ANOTHER PERSON CAN  "TAKE OVER " if required   

CALLER'S NAME:

PHONE NUMBER:


CONCERN/ISSUE:


RESOLUTION / /ACTION:

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FAQs 

Who do you work for?

JJAutoparts – SYDNEY office

Are you based at Sydney Office .

No – you work from home.