Agent support manual
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Bushland Blooms believes that customers should receive the best possible service throughout their contact with the company.
While you are expected to satisfy the customer's enquiries to the best of your ability, sometimes you may not be able to assist the customer directly with their enquiry. In this instance, you should either: bullet point.
Refer the customer to an appropriate organisation outside Bushland Blooms that might be able to help. , bullet point.
Transfer the customer to another area within Bushland Blooms. , bullet point.
Escalate the call to your team leader.
You should refer a call to an area outside Bushland Blooms when Bushland Blooms cannot help the customer directly with their enquiry.
There are three steps to follow when referring a call.
1. Explain why you cannot help.
2. Offer assistance.
3. Close the call.
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You should suggest where the customer might find the answer to their query.
If you look in the Yellow Pages, you should find a number of specialist
reticulation companies to help you. 
Thank you for calling Bushland Blooms. Goodbye.
You have assisted the customer as much as you can. The customer will feel satisfied that you have treated their call courteously and offered help. You will have promoted the image of Bushland Blooms, and this may result in more business in the future.
You should transfer a call when you cannot help the customer directly, but know that another area of Bushland Blooms will be able to assist them.
When transferring a call, there are certain communication pathways that you need to follow within Bushland Blooms. You should familiarise yourself with the company structure which you'll find on the Intranet under Staff.
There are four things that you must do when transferring a call.
1. Explain why you need to transfer.
2. Ask permission to transfer.
3. Introduce the call to the other agent.
4. Close the call.
You should always explain to the customer why you need to transfer them to someone else.
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Would you like me to transfer you to someone in that area who
would be able to assist you?
Give the name of the customer to the agent, and a brief description of why they are calling.
Hi Salvado. It's Maria from the service department. I have Mrs
Roberts on the phone who has an enquiry about water features.
Indicate to the customer that you are putting them through to the right area.
Thank you for waiting, Mrs Roberts. I have Salvado on the line
who will be able to help you. Just transferring
you now.
You should escalate a call when the customer: , bullet point.
asks to speak to your supervisor or someone in authority , bullet point.
has a request that exceeds your discretionary limit , bullet point.
becomes angry , bullet point.
has a request that is too complex for you to deal with , bullet point.
has a complaint that involves compensation , bullet point.
has a complaint about a staff member , bullet point.
has a complex complaint
At Bushland Blooms, we have a flow of direction for escalation. You, as the agent, will generally escalate to your team leader.
Like transferring a call, there are four things that you must do when escalating a call.
1. Explain why you are escalating the call.
2. Ask permission.
3. Introduce the call.
4. Close the call.
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Would you like me to transfer you to my team leader, Mr Abdul?
Give your team leader the name of the customer, and a brief description of why you are putting them through.
Hi Eve, it's Simon. I have Mr Abdul on the phone who would like
to discuss the policy on returning damaged goods. Would you be able
to answer his enquiry please?
Lastly, close the call by letting the customer know you are putting them through.
Thank you for waiting, Mr Abdul. I have Ms Riley on the line who
will be able to help you. Just transferring you through now.
 ASM
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