Answering the Store Phone

To ensure all part-time team members provide consistent, professional, and courteous service when answering the store phone, enhancing customer satisfaction and maintaining the store’s reputation.

Key Principles:

Training Steps:

1. The Standard Greeting

“Hollister Soho, Emma speaking. How can I help?”

• First Impressions Matter: The way you answer the phone sets the tone for the customer's experience. Always be polite, cheerful, and helpful.
• Prohibited Practices: Never ask "Who is calling?". It's company policy to withold asking who you are speaking to and await them to announce themselves.
• Mute vs Hold: If you need to leave the call to radio for a manager or do an item enquiry, ALWAYS put the caller on hold, never on mute. This will allow the call to be picked up on another phone.

3. Handling Common Requests

• Customer calls asking for a size check:
  • Step 1: Confirm the item skue and size the customer is asking about. The customer is usually looking online at the item, ask them to navigate to the product details and relay the sku, otherwise knows as Store Item ID on the website.
    • Example: “Certainly, could you please tell me the item sku and size you are looking for?”
  • Step 2: Place the customer on hold briefly if needed.
    • Example: “Please hold for a moment while I check that for you.”
  • Step 3: Return to the call with the information.
    • Example: “Thank you for holding. We do have that item in size medium.”
• General Enquiries:
  • Answer questions about store hours, location, current promotions, and return policies promptly and accurately.
  • Example: “Our store is open from 10 AM to 9 PM Monday through Saturday, and from 11 AM to 6 PM on Sundays.”

4. Placing Customers on Hold

• Ask for Permission: Always ask the customer if they can hold before placing them on hold.
  • Example: “May I place you on hold for a moment while I check that for you?”
• Check Back In: If the hold is longer than expected, check back in to reassure the customer.
  • Example: “Thank you for holding. I’m still checking on that for you and will be with you shortly.”

5. Transferring Calls

• Explain the Transfer: If the call needs to be transferred, explain why and to whom.
  • Example: “I’m going to pass you on to a manager who can assist you further. Please hold for a moment.”

6. Ending the Call

• Summarise the Interaction: Recap any important details and confirm the customer’s satisfaction.
  • Example: “So, we do have that item in size medium, and I've put that on hold for you, our store hours are 10AM to 7PM. Is there anything else I can help you with today?”
• Polite Farewell: End the call on a positive note.
  • Example: “Thank you for calling, have a great day!”