Ulta Call Flow

Ulta Call Flow - d Agree on a solution e If unable to help...

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Ulta Call Flow 1. Greeting Good (Morning, Afternoon, Evening), ULTA Guest Services. <Your name> speaking. How may I help you? Hello and thank you for calling ULTA Guest Services. My name is _______. How may I help you today? 2. Listen a. Ask Questions. b. Active Listening. ( yes, ok, I see ) c. Don’t Interrupt. d. Paraphrase. 3. Apologize a. Be Sincere. b. We did not meet the customer’s expectations for which we should apologize. 4. Fix the Problem. a. If unsure how to solve the problem, get help in chat room. b. Ask the customer for his or her desired solution. c. Discuss available options.
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Unformatted text preview: d. Agree on a solution. e. If unable to help, put them in contact with the person who can help. 5. Thank the Guest a. For bringing this matter to our attention b. For being an Ulta customer 6. Conclude the Conversation a. Is there anything else that I can do for you today? b. Thank you for calling ULTA Guest Services. Have a wonderful day. 7. Follow Up a. Do what you said you would do when you said you would do it. b. If someone else is to follow up with the guest, make certain that they do. c. Keep the guest informed of the progress....
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