BRANDS FOR LESS - SCHOOL FOR LESS CAMPAIGN || Marketing Campaign in Online & Stores in UAE

NOTICE ID : 62 20 Aug, 2025 12:26 Sachin K Knowledge Bank

BRANDS FOR LESS - SCHOOL FOR LESS CAMPAIGN

Campaign Period: 1st - 31st August 2025 (UAE Stores & Online)

 Key Details for CSAs

  • Campaign Dates: 1st Aug - 31st Aug 2025

  • Minimum Purchase: AED 200 (single transaction)

  • Eligible Channels:

    • All UAE BFL stores

    • Online orders via BFL website/app

  • Registration is mandatory (no auto-entry). Customers must register:

  • Required Info at Registration:

    • Online orders: Order ID

    • Store purchases: Invoice number

  • Multiple entries allowed if customer has multiple eligible transactions.

  • Raffle Draw: 7-14 days after campaign end, in presence of DET representative.

  • Prize: Sponsorship of child’s school tuition (up to AED 100,000).


 Prize

  • 1 winner gets school tuition sponsorship up to AED 100,000

  • Covers tuition fees only (no uniforms, transport, books, activities).

  • Paid directly to school or reimbursed against valid receipts.


Recommended CSA Spiels

 While Promoting the Campaign:

“Sir/Madam, we have an exciting School for Less campaign running until 31st August! With every purchase of AED 200 or more, you can enter a raffle to win your child’s school tuition for a year, which is covered up to AED 100,000.”

 While Guiding Customer to Register:

“To participate, you just need to register your order. You can scan the QR code kept at all our stores or use this link: https://brandsforless.typeform.com/school-for-less. Please make sure to enter your invoice number (or order ID if you shopped online).”

 If Customer Asks About Auto-Eligibility:

“Entries are not automatic. Registration is required to confirm your participation. Without registering, the purchase will not be considered for the raffle.”

 If Customer Asks How Winners Will Be Contacted:

“The winners will be contacted directly by our Brands For Less team via call or email within 10 days after the draw.”

 Quick CSA Checklist

  • ✔ Confirm purchase value is AED 200+.

  • ✔ Guide customer to register via QR code or link.

  • ✔ Remind them to enter Order ID/Invoice Number.

  • ✔ Inform them multiple entries allowed with separate purchases.

  • ✔ Reassure them that raffle is DET monitored & winners will be contacted directly.

Important: If asked about prize details or eligibility, always refer to the Terms & Conditions (stored in KMS). Do not provide interpretations beyond official T&Cs.  - https://www.brandsforless.com/en-ae/back-to-school-win-school-fees-2025/


v1.1

SOP: Store Invoice Requests Beyond 14 Days - GCC

NOTICE ID : 2 06 Aug, 2025 17:17 Sachin K Knowledge Bank

Purpose: 
 
To standardize the process for responding to store invoice requests made more than 14 days after the date of purchase, while ensuring adherence to return policy timelines and providing clear communication. 
 

  1. Reason for Request Must Be Provided 
     

  • Reminder: If a store or customer requests an invoice for a transaction older than 14 days, a valid reason must be documentedAlso, clearly mention, even though an invoice may be provided, the issuance of an invoice does not imply approval for a return. Return approvals are determined at the discretion of our store, and all returns must comply with our return policy and guidelines.  
     

  • Sample Verbiage: 
    "Kindly confirm the reason for requesting the invoice, as the purchase was made more than 14 days." 
     

  1. Clarify Return Window Limitation 
     

  • Reminder: The store or customer must be advised that returns may not be accepted if the request falls outside the return policy period. 
     

  • Sample Verbiage: 
    "Please note that as the request is beyond our standard return window, acceptance of the return may not be possible. We will proceed to check and update you accordingly." 
     

  1. Align With Policy Communication 
     

  • Reminder: Ensure communication aligns with the policy for each country or store to avoid confusion. 
     

  • Sample Verbiage: 
    "As per our returns policy, items are eligible for return within [X] days of purchase. Requests beyond this period are subject to approval and may not be accepted." 


  • (Remember, if the item is a yellow label or a discounted item, the return is only possible within 3 days from the purchase date. NO EXCEPTION CAN BE PROVIDED FOR DISCOUNTED ITEMS AS SYSTEM DOESN'T ACCEPT A RETURN AFTER THIS. IT WILL BE BLOCKED)
    ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

    Dear  

 

Good day! 

 

Seeking assistance in obtaining the invoice number for the customer mentioned below. 

  

Email Address [If Any] 

  

Date of Request 

  

Mobile Number [Provide alternate if any] 

  

Store Name 

  

Date & Time of Purchase 

  

Is it within 14 days? [Y/N] 

If Yes, please specify the reason for the delay 

Item Code 

  

Item Price 

  

Total Paid/Invoice Amount 

  

Payment Type [ApplePay, Card, Voucher, Cash, Provide the last 4 digits if applicable] 

  

Received Request From? [Channel] 

  

  

Thank you. 


------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------


Please note that the issuance of an invoice does not imply approval for a return. Return approvals are determined at the discretion of our store, and all returns must comply with our return policy and guidelines. 

Additionally, we would like to set the expectation that invoice requests will typically be shared within 24-48 hours. PDF requests may take longer to process. 

 

Note: Tickets should ONLY be assigned to the respective Team Leader [TL]. 




 

v2.0

SOP: Account Verification Guidelines

NOTICE ID : 8 06 Aug, 2025 17:08 Sachin K Knowledge Bank

1. Purpose

This SOP outlines clear and consistent procedures for verifying customer identity during support interactions. While not all situations require full account verification, this document defines when it is necessary and how to handle discrepancies, especially in cases where sensitive actions are requested or account security could be compromised.

2. Scope

This procedure applies to all Customer Service agents and support staff handling customer requests via WhatsApp, phone, email, live chat, or any other communication channel across all regions and markets.

3. Definitions

  • Verified Account: A customer account that has been registered with correct personal contact information and has completed initial sign-up or onboarding steps.

  • Unverified Request: A request where customer identity cannot be confidently confirmed based on the provided contact information or platform used.

  • Sensitive Actions: Actions that impact order status and, personal data, such as order cancellations, contact updates, mobile un-verification request.

4. Policy Overview

4.1 When Verification is NOT Mandatory

Account verification is generally not required for the following:

  • General product inquiries

  • Store information

  • Order status updates (if the customer provides a valid order number from a matching channel)

  • Requests that do not involve account changes or sensitive actions.

4.2 When Verification IS Mandatory

Verification must be conducted in the following scenarios:

  • Mobile Un-verification request: When a customer requests to un-verify or unlinked the mobile number from an existing account.

  • Order Cancellation Requests

  • Requests involving personal data updates (e.g., changing phone number

  • When there is a mismatch between the customer’s communication channel and the registered account details

5. Detailed Procedure

Step 1: Identify the Nature of the Request

  • Review the type of request.

  • Determine if the action involves sensitive account-level changes or general information.

Step 2: Verify Contact Information if Required

If verification is needed:

  • Ask the customer to confirm key information, such as:

    • Registered phone number & Registered Email Address

    • Ask for the address on the account


Sample Message:

"May we kindly confirm the registered phone number or email linked to your account before we proceed with your request?"

Step 3: Handle Mismatched Contact Details

If the customer is contacting from an unregistered number or platform:

  • Politely inform them that verification is needed for security purposes.

  • Ask them to reach out using the registered contact method.

  • If they cannot, request additional proof such as:

    • Last order number and order date

    • Delivery address on file

Sample Message:

"We’ve noticed that the request is being made from a different contact than what’s registered in our system. We request that you contact us from your registered number or provide the order confirmation details for verification."

Step 4: Take Appropriate Action

  • Proceed with the request only once verification is complete.

  • If the customer cannot verify or if there is doubt, do not proceed with the sensitive request.

  • Escalate the case to a team leader or supervisor if necessary.


Step 5: Document the Interaction

Always log:

  • Customer contact information used

  • Details verified or reasons for denial

  • Actions taken and by whom

  • Escalation reference (if any)


6. Additional Notes

  • Be polite and professional at all times, even when denying or delaying a request due to verification concerns.


v2.0

Email Structure & Email Etiquette ; A good Email

NOTICE ID : 43 06 Aug, 2025 17:07 Sachin K Knowledge Bank

1. Subject Line: (Outgoing: Brands for Less Advisory - Order ID)

This should be concise and relevant to the email content. Avoid vague or generic phrases.

Examples:

  • Update on Your Order #12345

  • Regarding Your Return Request

  • Confirmation: Refund Processed for Order #78901

  • Response to Your Inquiry

2. Greeting

Address the customer by their name if available. If not, use a polite general greeting.

Examples:

  • Dear [First Name],

  • Hello [First Name],

3. Acknowledgment of the Customer's Message

Show that you’ve received and read their inquiry or concern.

Example:

  • Thank you for reaching out to us regarding your recent order.

  • We appreciate you bringing this to our attention.

  • We’ve received your message and would like to assist you accordingly.

4. Apology (if applicable)

If the customer experienced a delay, issue, or inconvenience, acknowledge it and apologize sincerely.

Example:

  • We’re truly sorry to hear about the delay you’ve encountered.

  • Please accept our sincere apologies for the inconvenience caused.

  • We understand how frustrating this must be and we’re here to help.

5. Explanation / Information

Provide clear, specific information about what happened or what the current status is.

Example:

  • Upon checking, we see that your order was shipped on [date] and is currently in transit.

  • According to our system, the refund was processed on [date] via [payment method].

  • We’ve reviewed your request and the return has been approved.

6. Solution / Next Steps

Let the customer know what action has been taken or what they need to do next.

Example:

  • You should expect to receive your order within [timeframe].

  • The amount will reflect in your account within [X] business days.

  • Kindly allow 24-48 hours for our team to investigate and revert back.

7. Offer Further Assistance

Show that you're open to helping more and value their experience.

Example:

  • Please don’t hesitate to reach out if you need any further assistance.

  • If you have any additional questions, feel free to let us know.

  • We’re happy to assist you with anything else you may need.

8. Closing and Signature

Be professional and warm. Include your name, team, and company name.


Full Example Email: Refund Request Response

Subject: Refund Processed for Order #78452

Dear Shane,

Thank you for contacting us regarding your refund request for order #78452.

We sincerely apologize for the delay in processing the refund. We understand how important this is to you and appreciate your patience.

After reviewing your case, we’re pleased to inform you that the refund has been successfully processed on June 10, 2025, via your original payment method.

The refunded amount of AED 219.00 should reflect in your account within 3-5 working days, depending on your bank's processing time.

If you do not see the refund within this timeframe, please feel free to reach out to us and we’ll be happy to follow up further.

Should you have any other concerns or require assistance with anything else, please do not hesitate to let us know.

Best Regards,

Leah



v2.0

Process: Item Complaint - Online

NOTICE ID : 11 06 Aug, 2025 16:46 Sachin K Knowledge Bank

Item Complaint 

The examples listed below represent some of the possible item complaints that may be received; however, there may be other variations in how customers describe their concerns. It is important to ensure that the exact issue is clearly stated when reporting a complaint. As long as the description accurately conveys the problem, it can be used as the subject when documenting the case. 

Note: Low-Value Item Complaint Handling  Criteria: 

  • Item value: AED 20.00 or below (check local currency equivalent based on current exchange rate) 

  • Timeframe: Complaint is raised within 14 days of delivery 


Action: 

  • Do not offer for collection, but may need to book for refund processing.
  • Proceed with refund without requiring item return. 

Documentation: 

  • Clearly indicate the decision in the case/ticket remarks for transparency. 

"Item value is AED 20.00 or below and complaint is within 14 days of delivery. Proceeding with refund without collection or physical return as per low-value item handling. 

 

Low-to-Mid Value Items- Return Applicable (20 AED — 100 AED)


Criteria: 

  • Item value: Below AED 100

  • Complaint raised: Within 14 days from the date of delivery 


Action: 

  • Offer a return option to the customer. Create a return and choose the exact reason while creating the return so that the item isn't restocked back to the warehouse
  • Proceed to book collection if the customer agrees. 

Sample Remark: 

"Item valued below AED 100, complaint received within 14-day return window. Return offered and collection arranged as per policy." 

 

High-Value Items- Caution Required (100 AED+ item)

 

Criteria: 

  • Item value: AED 100 and above 

  • Complaint nature: Quality, damage, incorrect item, or other complex cases 

  Action: 

  • Handle with extra caution and detailed documentation. 
  • Check past concession history of the customer. If there aren't any concession abuse detected, proceed with the return creation if the issue is reported within 14 days. (If the item value is above AED 250, please check with TL/Supervisor)
  • If the damage is due to personal usage and not because of any manufacturing defects, may require further investigation or approval from the relevant department before processing a refund or return.


Damaged Item: 

  • The item has visible damage, such as a tear or hole in fabric or packaging. 


Broken Item: 

  • The item has been physically broken or cracked [e.g., glassware, ceramics, or fragile items]. 

Incorrect Item/Size/Color: 

  • Incorrect item: The item received is not the one that was ordered [e.g., a different product or model]. 
  • Incorrect size: The size of the item received is not what was ordered [e.g., a clothing item that is too large or too small]. 
  • Incorrect color: The color of the item received does not match the one that was ordered. 
  • Design is different from what was advertised: The item’s design or appearance differs from how it was presented in the advertisement or listing. 


Missing Item/Incomplete Set: 

  • Missing parts: Some parts of the product are missing [e.g., a set of kitchenware with one piece missing]. 
  • Incomplete set: The product should come with multiple pieces, but some are missing [e.g., a puzzle with missing pieces or an incomplete tool kit]. 
  • Missing item/s: One or more items that were supposed to be included in the order are not present. 


Dirty/Stained: 

  • The item has visible stains, dirt, or marks that make it unacceptable for use [e.g., clothing or accessories with visible spots]. 


Item with Security Tag: 

  • The item has an attached security tag that should have been removed before delivery, preventing the customer from using the item properly. 

 

Used Item: 

  • The item has been previously used or is not in new condition, even though it was sold as new [e.g., scratches, wear, or opened packaging]. 


Discolored Shirt: 

  • The shirt [or other fabric item] has noticeable discoloration, such as fading or uneven color, that makes it unappealing or damaged. 


Poor Quality: 

  • The item is of low quality or craftsmanship, which could involve cheap materials, poor construction, or defects that affect its use or durability. 


Wrinkled Item: 

  • The item is heavily wrinkled or creased, particularly clothing or fabric items that are not in the condition expected when purchased. 


Manufacturer 's Defect: 

  • Electronics with faults, such as malfunctioning features or failure to operate properly (within 30 days). 
  • Footwear getting damaged within 30 days of purchase
  • Watches not working within 30 days (If battery issue, please ask to change battery instead of returning, and give an OCN of AED 20 equivalent for battery)


Expired Item: 

  • The item [typically food or beauty products] is past its expiration date and no longer suitable for use. 


Incorrect Brand/Brand Mismatch: 

  • The product received has the wrong brand or an incorrect logo. 

 

Empty/Half-filled Bottles: 

  • The bottle, can, or container appears to be opened or filled improperly, with some products either missing or not up to the expected level [e.g., half-filled perfume bottle, gel or cream]. 

 

SUBJECT: Item Complaint - Issue Description | Order ID - Item Code 


Sample:


 

Dear Team, 

 

Good day! 

 

We have received an item complaint, and we would like to request your assistance in checking and investigating the issue.  

 

The customer reported [briefly describe the complaint, e.g., a defect, missing parts, wrong item received, etc.]. 

 

Could you please verify if this issue may have been missed during the QC process?  

 

Kindly review the relevant records and confirm if any discrepancies were noted. See details below: 

 

Name 

  

Customer ID 

  

Ticket# 

  

Order ID 

  

Delivered/Received Date 

  

Item code 

  

Item description 

  

Action Taken 

  

Received complaint from 

  

  

Picture of the item [website link if needed - Mandatory]: 

  

Thank you for your support. 


Sample:


 

v2.0

Loyalty Points --- Registered Number Requirement / Adding Points / Smile Point Addition

NOTICE ID : 49 07 Jul, 2025 19:31 Sachin K Knowledge Bank

Policy Objective:

To clearly define the rules and handling guidelines for awarding Smile Points (Loyalty Points) to customers, ensuring accurate linkage of loyalty accounts at the point of purchase, and to standardize CS response to related queries.

Policy Overview:

Smile Points are part of the Brands For Less Smile Loyalty Program and are automatically awarded only when a valid registered mobile number (linked to the BFL account) is provided at the time of purchase.

Points cannot be added retrospectively under any condition-even if:

  • The cashier forgot to ask for the number

  • The customer was unaware of the loyalty program

  • The customer claims they were not informed


Key Conditions & Clarifications:

  • Mandatory at Point of Sale:
    Customers must proactively share their registered mobile number when shopping in-store or ensure they are logged in with the correct account while shopping online.

  • No Retroactive Addition:
    If a purchase was made without associating the correct mobile number/account, Smile Points will not be added after the transaction, regardless of the reason.

  • Signage & Awareness in Stores:
    All Brands For Less stores display clear messaging regarding the Smile Loyalty Program via:

    • Store signage and in-store banners

    • Staff lanyards and uniforms

    • POS counters and promotional stands

  • Customer Responsibility:
    It is the customer’s responsibility to ensure they are enrolled in the loyalty program and to share the correct number at the time of billing.

  • Digital Channels:
    For online purchases, customers must be logged into their BFL account while completing the transaction to earn Smile Points. Guest checkouts are not eligible.


Customer Service Spiel - Standardized Responses

A. For Chat / Email / WhatsApp:

“Thank you for reaching out to us. Smile Points are awarded when your registered mobile number is shared during the purchase process. As the system links points automatically in real time, we’re unable to add them after the transaction is completed.

That said, our stores do display multiple reminders and prompts, and our teams are always happy to assist. For future visits, we kindly recommend sharing your registered number at checkout so you can continue enjoying your loyalty benefits.”

B. For Phone Calls:

“Thank you for calling us. We truly understand your concern. Smile Points are credited automatically at the time of purchase when your registered mobile number is provided. Since the system cannot credit points after the sale is closed, we won’t be able to add them in retrospect.

We do our best to inform customers with signs and staff prompts in-store. For your next visit, please do share your registered number and our team will gladly assist you in earning your points.”



v1.0

SOP: Handling and Documenting Unanswered Callback Attempts

NOTICE ID : 10 09 May, 2025 10:55 Leah Knowledge Bank

1. Purpose 

This SOP outlines the procedure for documenting and following up on unsuccessful customer callback attempts. It ensures proper communication, accountability, and continuity in customer service, particularly when customers are unreachable during scheduled or initiated callbacks. 

2. Scope 

This SOP applies to all customer service agents responsible for making callbacks to customers in response to missed calls, escalations, support tickets, or customer requests. 

3. Definitions 

  • Callback Attempt: A phone call made by an agent to a customer following a prior request or missed communication. 

  • Unanswered Call: A call that rings but is not picked up by the customer or goes to voicemail. 

  • Unreachable Contact: A situation where the number is invalid, unavailable, out of service, or not responding after multiple attempts. 

4. Procedure 

Step 1: Make an attempt to call the customer [2x]. 

  • Dial the customer’s provided contact number. 
  • If unanswered, do not immediately retry. Proceed to Step 2. 

Step 2: Document the Attempt 

  • Log the callback attempt in Kapture with the following details: 

Documentation Template: 

  • Customer Name: 

  • Order/Ticket Number: 

  • Additional Notes: e.g., Unanswered/No response/Voicemail 

Sample Log Entry: 

"Attempted callback to customer but was unanswered. Will follow up via email/WhatsApp. 

Step 3: Follow-Up Communication (Immediately) 

If the call is unanswered: 

  • Use a standard template to inform them of the attempt and request a suitable time or channel for further contact. 

Subject: We Tried Reaching You - Follow-Up on Your Request 

Dear [Customer’s Name], 

I hope you're doing well. 

We attempted to contact you earlier today regarding your recent request, but we were unable to reach you.  

We understand you may have been unavailable, and we completely respect your time and schedule. 

Whenever it’s convenient for you, please let us know a suitable time for a callback, or feel free to reply to this email with your preferred method of communication. We’ll be happy to assist you further. 

Thank you for your patience, and we look forward to connecting with you soon. 

Step 4: Make Another Attempt (If Needed) 

  • If the issue is still pending and a follow-up is warranted: 

  • Attempt another call within 24 hours of the first, unless urgency requires a shorter interval. 

  • Document the attempt as per Step 2. 

Subject: We Tried Reaching You - Follow-Up on Your Request 

Dear [Customer’s Name], 

I hope you're doing well. 

We wanted to follow up once more regarding your recent inquiry. We’ve made previous attempts to reach you but have not received a response. 

If you still require assistance, please don’t hesitate to get in touch with us. We’ll be happy to assist you further.  

However, if we do not hear from you within the next 24 hours, we will place this request on hold and consider it resolved for the time being. 

You’re always welcome to reach out again whenever it’s convenient for you. 

Thank you for your time and understanding. 

Documentation Template: 

  • Customer Name: 

  • Order/Ticket Number: 

  • Additional Notes: e.g., Unanswered/No response/Voicemail 

Sample Log Entry: 

"3 callback attempts made. No response received. Follow-up sent via email. 

5. Important Notes 

  • Never leave sensitive information in a voicemail or message. 
  • Always use professional and courteous language. 
  • Respect customer time zones and preferred contact times if previously specified. 
  • Calls must be made during official service hours unless prearranged with the customer. 

 

v1.0

SOP: Responding to Verloop Messages

NOTICE ID : 9 09 May, 2025 09:58 Leah Knowledge Bank

Objective: 
To ensure all customer interactions via Verloop are handled professionally, efficiently, and within the expected service time. 

Shape 

Step 1: Greet the Customer and Introduce Yourself [within 2 mins] 

  • Start with a polite greeting. 
  • Always introduce your name because WhatsApp does not show who is assisting. 

 
Example Opening: 

"Good day! 
Thank you for contacting us! This is [Your Name].  
How can I assist you today?" 
 

Important: Customers should not wait more than 2 minutes without receiving a greeting or opening message. 

Shape 

Step 2: Understand the Inquiry 

  • Read the customer's message carefully. 
  • Clarify if needed by asking polite, short questions. 
     

Scenario 1: Order Status Inquiry 
 

Customer:

"Hi, where is my order? It’s been a few days." 
 

Agent Response: 
 
“Good day! 
Thank you for contacting us! This is [Your Name].  
Let me quickly check the status of your order for you. May I have your order number, please? " 
 
"To assist you better, may I confirm your order number, please?"

Shape 

Step 3: Provide a Clear and Accurate Response 

  • Address the concern directly and simply. 
  • Avoid using technical jargon or unclear statements. 
     

Example:  

“I can see your order is on its way and should be delivered within 2-3 business days." 


Step 4: Update if Delayed 

  • If an investigation is needed and you can't reply immediately, inform the customer politely. 
  • Send an interim message to manage expectations. 
     

Example:  

“I’m checking this for you - it might take a moment. Thank you for your patience!" 

Shape 

Step 5: Offer Solutions or Next Steps 

  • Always explain what will happen next or what the customer should expect. 
  • If escalation or case transfer is necessary, inform the customer clearly. 
     

Example:  

“I have escalated your concern to our specialized team. An update will be provided to you within 24-48 hours.” 

Shape 

Step 6: Confirm Satisfaction 

  • Before closing, ask if there’s anything else the customer needs help with. 
     

Example:  

“Is there anything else I can assist you with today?" 

Shape 

Step 7: Properly Close the Conversation 

  • End with a polite, friendly closing line. 
  • Thank the customer for contacting us. 
  • Survey spiel. 

Example: 
 
“I hope I was able to assist you today. We would truly appreciate it if you could take a moment to complete a short survey about the support you received. Your feedback is highly valued. 

Thank you for your patience, and please don't hesitate to reach out if you need any further assistance.” 

 

Reminder: 
 
Follow-up Message [After 2-3 Minutes of No Response]: 

"Hi, just checking if you're still connected. Please let me know if you need any further assistance. I'm here to help!" 
 
Closing Message [No Response After Additional 2-3 Minutes]: 

"As I haven’t heard back from you, I’ll go ahead and close this chat for now. If you need further assistance, please don’t hesitate to reach out to us again. Thank you for contacting us, and have a great day!" 

 

Important Reminders: 

  • 2-Minute Rule: Always greet or send an opening message within 2 minutes of receiving a customer message. 
  • Be professional, polite, and positive at all times. 
  • Do not leave chats unattended without updates. 
  • Use correct grammar and polite language. 
  • If unsure about an answer, verify first or escalate - do not guess. 


v1.0

SOP: Customer Service Detailed Call Flow

NOTICE ID : 7 08 May, 2025 10:57 Leah Knowledge Bank

1. Incoming Contact  

  • Receive the call.  
  • Provide the opening spiel immediately once the call connects.  
  • Always wear your headset if you are assigned to calls. 

---, Grouped object  

2. Opening Spiel [Mandatory]  

"Thank you for calling Brands for Less! My name is [Your Name]. How can I assist you today?"  

---, Grouped object  

3. Understand the Inquiry  

  • Listen carefully.  
  • Ask probing questions if necessary.  

  • "May I have your order number?"  

  • "Can you please explain the issue in more detail?"  

---, Grouped object  

4. Acknowledge and Empathize  

• Show understanding and empathy.  

o Example: "I understand how important this is for you. Let me help you with that."  

---, Grouped object  

5. Provide Solution  

  • Give clear, direct information.  
  • If checking is needed:  

  • Inform the customer, "Please allow me to put the call on hold for 2 minutes while I check this for you. Thank you.  

  • Always go back to your customer if you need more time. Thank them for their patience!"  

  • If escalation is required:  

  • Explain politely and escalate following the protocol.  

---, Grouped object   

6. Confirm Customer Understanding  

• Confirm if the customer understood the information provided.  

o  "Just to confirm, is everything clear regarding the next steps?"  

---, Grouped object  

7. Offer Additional Help  

• "Is there anything else I can assist you with today?"  

---, Grouped object  

8. Closing Spiel [Mandatory]

If the inquiry is resolved:
"I hope I was able to assist you today. We would appreciate it if you could take a moment to complete a quick survey about the support you received from me. Thank you again for calling Brands for Less. Have a wonderful day!"  



v1.0

SOP: Outbound Call Process

NOTICE ID : 6 07 May, 2025 17:12 Leah Knowledge Bank

Outbound Call Process 

  

1. Purpose 

  • This process ensures that all outbound calls by customer service representatives (CSRs) are handled professionally, efficiently, and in line with company policies. It also helps maintain compliance with local regulations and enhances customer experience. 

  

Call Disclaimer 


  • It is mandatory to provide the disclaimer before proceeding with the call. 
  • Inform the customer if the call is recorded for quality and training purposes. 
  • Follow local rules regarding outbound calls and respect opt-in/opt-out preferences. 
  • Inform customers they can request a callback or decline further contact. 

Example Disclaimer: 
"Hello [Customer's Name], this is [Your Name] from [Company Name]. I’m calling about [reason for call]. This call may be recorded for quality and training purposes. Do you have a moment to talk?" 

 

2. Outbound Call Steps 
 
2.1 Before the Call 

  • Check customer details and the reason for the call. 
  • Have all necessary information ready. 
  • Ensure the contact details are correct. 
  • Review any previous interactions for context. 
  • Set a clear objective for the call. 


2.2 Making the Call 


  • Greet the customer with your name and company name. 
  • Clearly state the reason for the call. 
  • If needed, verify the customer’s identity (e.g., order number, email address). 
  • Speak clearly and keep the conversation simple and to the point. 
  • Address customer inquiries or concerns professionally. 


2.3 Handling Different Call Scenarios 


  • Follow-ups: Provide updates on the issue, confirm resolution, or offer further assistance. 
  • Complaint Resolution: Listen actively, acknowledge concerns, and provide solutions or escalate if needed. 
  • Service Feedback: Ask for customer feedback on their experience in a respectful and non-intrusive manner. 
  • Order Confirmation & Support: Verify order details, confirm shipments, or assist with technical inquiries. 


2.4 Handling Concerns & Objections 


  • Listen carefully and acknowledge the customer’s concerns. 
  • Provide clear and concise responses. 
  • Offer solutions or escalate if necessary. 
  • Stay calm and professional at all times. 

  

2.5 Escalation Process 


  • If the issue cannot be resolved on the call, escalate it to the appropriate department. 
  • Clearly inform the customer of the next steps and expected resolution time. 
  • Document the details and follow up as needed. 


2.6 Ending the Call 


  • Summarize the key points discussed. 
  • Confirm any next steps. 
  • Thank the customer and provide follow-up details if necessary. 
  • Record call details in the system, including resolutions and next steps.