GLAVIRC--Nike Call Flow

Question 1

Greet

Answer 1

Hey, its a great day at Nike
My name is …..
How may I help you?

Question 2

Listen

Answer 2

verbal, nonverbal clues
stay focused
ask plenty of questions/probe
do not interrupt
do not assume
repeat key facts
make sure to add case comments

Question 3

Acknowledge

Answer 3

Apologize, understand and empathize

I am sorry to hear that. Let me look at your account and see what I can do to resolve this issue.

It is so frustrating when this happens. Let me see what I can do to resolve this today!

(there have been two schools of thought…use we or use I)

Question 3

Verify

Answer 3

Make sure to verify customer name, email

Thank you for being a Nike member; We appreciate your brand loyalty!

I see that you aren’t a member yet. Lets sign you up so that you can get free shipping…..

Question 4

Investigate

Answer 4

Find the root problem
Ask and Probe
Ask permission to put on hold
Set expectations
Check in on them if they are on hold a long time (2 minutes)

Sarah, I need to check a couple things in order to resolve this issue for you today. Do you mind if I place you on hold, I will check back in with you if I am delayed.

Question 5

Resolve

Answer 5

Solve issue
Educate consumer
Ensure expectations
Align options

Sarah, we have your shoe in the correct size 12. I have ordered it for you and you should receive it by Friday. I know that you will be running the race next week and we would love to hear how you did. Please call back and let us know!

Question 6

Close

Answer 6

Sarah, do you have any other questions for me today? I really appreciate you calling Nike and I hope you have a great day!

Question 6

Cross Sell

Answer 6

Need to figure this out

Question 7

Membership

Answer 7

Thanks for being a Nike member, do you get the random emails to save money?