Initial Greeting: Ensure both your face and your tone have a smile! 🙂
“Good morning, /afternoon/evening thank you for calling Computerbilities, this is (employee name) speaking how can I help you?”
Are you an existing client? (If yes, please refer to Option #1. If no, please refer to Option #2)
Are you looking for IT Services? (If yes and a client, please refer to #1. If no, please refer to #2)
Option 1: They Are An Existing Client:
Step #1: For a client support call, please ask and write down the following questions:
- Start creating a ticket if there is no existing one already in use.
- Caller’s Name
- Company Name
- Nature of Issue – get as much detail as possible to share with Engineer and for ticket notes!
- Confirm Phone Number
- Set service time expectation with client, of within one hour, then create the ticket!
Step #2: (if needed): To Transfer the call to a Technician:
“May I put you on hold for a minute, while I check to see availability of the technician or would you prefer I call you back?” If no one is available, then “I am going to enter your ticket into the queue and an engineer will call you back within an hour. Thank you and have a great day!”
If Transferred: No Blind Transfers (please don’t transfer a call without saying who is on the line and why the person is calling)! Be sure to stay on the line until you know the call is transferred properly.
When call is transferred to the Engineer, keep caller on the line and state you have ____(Technician’s Name) on the line the engineer will pick up the call and say:
“Hi Client Name, this is Your Name, I hear you are having an issue with “x”. I am happy to help you with that.”
*The key is to repeat the caller’s name! This will make them feel “recognized” and like a VIP! Please also ask them to do the survey after the ticket is closed!
Option 2: They Are A Prospect/Potential New Client Interested in Our Services:
Step #1: DO NOT lose them! To qualify the prospect, ask the following questions:
“So I can better service you, please tell me:”
If Emergency Service is needed, schedule right away: We will service Commercial prospects. Residential Prospects, see referral partners below.
If they ask for a price:
Hourly service is $175 per hour with a 1-hour minimum. Not a client
Additional ongoing pricing is : Our contracts start at $1,000 a month, are you willing to make that investment in your technology?
Step #2: If the prospect is qualified and is looking for emergency support, please say:
“I am happy to help you. I am going to put you in between (give a wide-range—example, Between 1 and 5 p.m. “I am going to create the ticket right now and I will call you when our Engineer is on their way.” When you complete the call, alert (Mark or Eugene), (Service Manager/Dispatcher) immediately. Also Alert Adam and Anju in Sales Department.
Step #3: For Non-Emergency Prospect: Say:
“Let me transfer you to Anju(1st), Adam (2nd) in our Sales Department and he/she will be able help you further.” If employee is available transfer and say “Caller Name, I have ____(employee) on the line Thank you and have a great day!” If Anju or Adam are not available, and Joe is in the office, please transfer the call to him right away to further explore the opportunity. Call Anju first and Adam second (Joe 3rd).
For Sales Dept: Do not let the prospect hang up without setting a meeting or phone call first!!!
IF Adam, Anju or (Joe) are NOT in the office, please call Adam’s cell phone 1st, Anju’s Cell 2nd, (name) 3rd Follow up with a text and an email with the Subject header: “Hot Lead—Please Call” Adam’s Cell: (919) 271-5590 Anju’s Cell: (919) 971-4247
If a Residential Prospect, please say: “Thank you so much for calling. We work with commercial clients only. I am happy to refer you to our partner Triangle PC Geek 1st / ________- 2nd). I will send them your contact information and details about your call and he typically calls back within 1-2 hours. Next Step: Then email either person with the details with the Subject Header: “Hot Lead– Please Call.”
Option 3: They Are A Vendor Selling Services, A Partner, Business Colleague
Step #1: For calling one of the staff please ask and write down the following questions:
- Caller’s Name
- Company Name
- Ask them kindly, what the call is regarding
- Confirm Phone Number
- Message the person they are calling for on Slack to see if they are available, with all the details above. If you suspect it’s a sales cold call please indicate that.
Step #2: (if needed): To Transfer the call to the employee or send to voicemail
“May I put you on hold for a minute, while I check to see availability of Name or would you prefer I call you back?” If employee is available transfer and say “Caller Name, I have ____(Employee’s Name) on the line Thank you and have a great day!” If Employee is not available then ask if they would like to be transferred to their voice mail and send the information above to the employee.
Remember No Blind Transfers! When a call is transferred to the Engineer, please pick up the call and say:
“Hi Name, this is Your Name, how can I help you?”
*The key is to repeat the caller’s name! This will make them feel “recognized” and like a VIP! Please also ask them to do the survey after the ticket is closed!