Archived FR help

[Missazxo]

I already made a post about what to expect and stuff like that but when my shift came along I only got trained for a little while and was left alone.
I need help on the phones.
What are some of the questions to ask before you transfer them ? Lets say someone ask for the manager what should I say after ?
Or how do I know when to transfer them to electronics or toys ??
what do I say when someone wants to be tranferred to the pharmacy ? because dont they have their own number or soemthing
They scheduled me again on saturday knowing I did really terrible yesterday and was even asking for help wooo nobody came to help! plus its saturday busy busy

Oh what can they NOT try on? Thank you.

 

[soyaxo]

Make sure you see if you truly can’t answer the question or if it’s more reasonable to transfer them before you actually do because you will be pulling a TM from another area to assist you when you send them that call. If they ask for a manager make sure to further field the call by asking “May I ask what this is regarding?” because sometimes they are just calling to check up on their employment application. ASANTS, my old store made me take messages. If a “guest” starts to cuss you out or becomes rude for any reason, send the call to LOD. That is not tolerated. Besides, half the time when this did happen for me, I had an in-person, paying guest trying to talk to me! For pharmacy, offer to give them the number, but as far as I know we can no longer transfer them directly through any more since CVS took over. Underwear and packaged products generally can’t be tried on.

 

[Doglover89]

Yes to everything @soyaxo said. In general, I tell tms training in the FR not to transfer calls unless its absolutely necessary. I personally transfer only to the LOD, HR, AP, guest service, or electronics. Everything else I answer, calling a tm on the floor to help over the walkie to check items. Lately, guests are always asking for fingerlings or Harry Potter socks. No need to transfer those calls