a. Recorded Greeting - Thank you for calling The Furniture Collection, your call is very important to us, please stay on the line and one of our customer service agents will be with you shortly.
b. Script Greeting - Hello, thank you for calling ,The Furniture Collection my name is *********, how may I help you?
c. Call Summary - Here is where you would lay out the ground work for the call flow. This will typically consist of standard trouble-shooting or ordering procedures.
People who want to place an order: Ask which site they are on? and whether they have already registered?
If they have not yet registered then go to that site in question and register for them, then select the item(s) and place the order
If they have already registered, do not ask them for their login info, just take down the details of the order and forward to: info@thefurniturecollection.com subject: An Order from a client via your Call Center.
d. FAQ's - This is section should contain any common questions you have gotten on the product or services or questions that you feel you may receive.
1) Some people ask if they can get a sample of a fabric / leather or other material:
Answer: Yes I believe that we can do that for you. I will need to check if we have that sample in stock, if we do i will send it right out to you, if not I will call you back and let you know when we will have it. May i have your mailing address, name and contact information?
Action: Forward the info to info@thefurniturecollection.com subject: Sample Request from a client via your Call Center
2) inquires about product quality: Answer: We take product quality very seriously. We are pretty sure that we are doing a good job at quality control because over 60% of our sales are from repeat customers, and most of them are design trade professionals who can't afford to compromise on quality.
3) Can i go somewhere to sit on it before i buy it? Answer: Sorry no, we are purely an online store and do not have any 'brick and mortar' / physical showrooms for you to visit.
4) Can i pick it up myself? Answer: Some of our manufacturers allow customers to do that, but obviously it depends on your location and their warehouse location too. If you tell me roughly what area you are in, and what item you are considering, I will find out for you and have someone call you back about it. Action: Send info to info@thefurniturecollection subject: Customer inquiry about potential order pickup
5) Manufacturer inquiry - calling about an existing order or outstanding invoice Answer: May i have your contact information and i will ask Anthony to call you back as soon as he is off the phone. Action: Send info to info@thefurniturecollection.com Subject: Manufacturer inquiry via your call center
6) Manufacturer inquiry - about picking up a new line or offering an updated range or sending media Answer: Please email your inquiry to info@thefurniturecollection.com and please be sure to include high resolution digital images of the line and a digital price list and / or catalog. The Furniture Collection no longer accepts print materials, so please do not send us physical catalogs or price lists.
7) Existing customer asking for interior design assistance: ONLY if you feel comfortable offering professional sounding modern interior design advice - Answer: What effect are you looking for? How large is the space? Can you describe your existing decor? How will the space be used? etc. If not then please say: I'm afraid that both of our interior designers (Judith and Monique) are out of town at an industry trade show until February 15th. May i take a message and get them to call you back when they return?
8) Do you ship to (any country other than the US)? Answer: Yes we do. We ship to anywhere in the world. What pieces are you interested in buying? Where would you want them shipped?
If the answer is anywhere other than Africa Action: Send info to info@thefurniturecollection.com' subject: Potential order from 'country name' - from your call center
If the answer is 'anywhere in Africa' Answer: Providing that you are prepared to pay for the shipping in full, in advance when you place the order, that should be fine.
If the caller protests: Answer: I am sorry but those are our policies. Goodbye.
9) For inquiries about Barcelona Chairs, how they are made, what they are made of, where they come from etc. Answer: Our Exposition (Barcelona Style) chairs come from Alphaville, who are the best manufacturers available apart from Knoll. The top of their range has the same grade steel as Knoll's chair, Italian leather, and the same shape and dimensions as Knolls chair.
For more general Barcelona Chair inquiries you will find the answers here: www.BarcelonaChair.com
10) Do you offer discounts to designers Answer: Yes we offer a 5% discount to designers with reseller permits. If they place an order: treat as a regular order but make sure to include a note about them being a designer and ask for the reseller number.
11) I have having trouble placing an order on your site Answer: I am sorry to hear that. First let me take your order over the phone, and then if you don't mind i will ask you to help me make a record of the issue you were having. Apologies for the inconvenience, and than you for letting us know. Action: Place order / pass along to info@thefurniturecollection.com Record issue and email separately to: mstern@thefurniturecollection.com subject: Web site problem - via call center
Email Subject: TFC sites are DOWN - please help and at the same time please text the same message to that phone number.
13) All other inquiries: Action: Collect contact and inquiry details and email to: info@thefurniturecollection.com subject: Customer inquiry via your call center.e. Contact List - This section will pertain to escalations. Who should be contacted with any questions we could not answer. If a customer calls looking for someone in particular, who do we send that request to. Email is preferred, but email and numbers help the most.
Any notes, inquiries etc should be sent to info@thefurniturecollection.com
Urgent questions to: 415 464 1154
If Anthony can't help you, and the issue is urgent my skype number is: 415 446 9691. I wont reply immediately but will try to check my messages every couple of days.
e. Contact List - This section will pertain to escalations. Who should be contacted with any questions we could not answer. If a customer calls looking for someone in particular, who do we send that request to. Email is preferred, but email and numbers help the most.
