Disconnects, Ghosted, Pranks Flashcards
If we think customer got disconnected, we should….
allow consumer an appropriate amount of time to respond.
What is a ghost contact?
A ghost contact occurs when you receive a call or chat but are not able to communicate with the consumer.
What is a prank call?
Consumers who ask inappropriate questions or do not have a legitimate Nike question or concern.
Is there ever a time when we should initiate disconnecting the call?
Yes. WE just need to learn when and how to do it.
How may a ghost call sound?
dead air, complete silence, only background noise, dial tone, or static
What do you do if you get a ghost call?
Repeat the greeting again.
Wait 10 seconds.
say, “Thank you for calling Nike. I am unable to hear you. If you an hear me, please call us back and we’d love to assist you.”
What types of things would be considered prank calls?
“What do you look like?”
“How old are you?”
“What are you wearing?”
“Can I have your personal phone number?”
What do we do if someone uses inappropriate language, remains agitated, causes you to be extremely uncomfortable, or hinders you from assisting them?
Offer two warnings before disconnecting.
In each warning, be empathetic, Be positive and confident about being able to help them. Ask to keep the all professional.
After two warnings to an angry caller, what do we do?
“Since we’re unable to remain professional, I’ll have to end the call.”
Document your case and explain why you ended the call.
Alert AC by providing the case number.
True or False: If you are rattled by a call, you should just compose yourself quickly and get on with the next call professionally?
False. If you are rattled by the call, ask your AC or Coach for a few minutes.
