Agent support manual
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Many customer contact centres offer benefits to customers who make considerable financial outlays with the company. At Bushland Blooms, customers who spend over $3000 become Premium customers.
Premium customers are: bullet point.
looked after by highly trained and experienced Premium sales agents , bullet point.
given a 1800 number so they can ring the Premium customer group directly , bullet point.
entitled to a 10% discount on products/services.
The Premium customer group: bullet point.
consists of Premium sales agents , bullet point.
deals only with Premium customers , bullet point.
provides ongoing service and sales support.
Each Premium sales agent has their own portfolio, or group, of premium customers.
When answering a call from a Premium customer, the Premium sales agent should: bullet point.
ask the customer for their account number , bullet point.
raise the customer's details on the database , bullet point.
verify, following privacy principles, the identity of the caller.
Then, proceed with the call.
For more information on principles relating to privacy and confidentiality see the entry on Privacy in this Agent support manual.
 ASM
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