When taking phone calls please keep in mind Our Foundation Principles.
Start with a standard response.
"Watco, this is ___________, how may I help you?"
"Operations support, this is ___________, how can I help you?
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As time goes on, you will become more comfortable with the people you speak with and formulate your own phone response. Keep in mind all phone call is recorded.
If you need to write you greeting down on a piece of paper and tape it above your phone for reference you can.
Crew members will sometimes speak VERY fast, so make sure to ask them to repeat themselves if you are having trouble understanding their request.
STEP 1: "Watco, this is ________, how may help you?"
Make sure to have your email pulled up (with your Call Log Template) or your Call Log sheet in front of you.
HOW TO CREATE A TICKET FOR FRESHDESK
https://watco-csr.freshdesk.com/en/support/solutions/articles/72000639335-creating-a-ticket-for-freshdesk
STEP 2: Record as much information as possible as the phone call goes.
Whatever questions don't get answered on your Call Log, simply ask.
STEP 3: Let them know that you are logging into their road, and it will take just a few seconds.
STEP 4: Double check the Trace Car ID provided, or Track information provided.
If you are being asked to bring railcars online, check for an inbound consist, confirm railcar amount while on the phone.
If you are being asked to deliver railcars offline, get a Trace car or station and location and confirm the number of cars.
Sometimes you will hear a D when it's actually a B so using the Phonetic Alphabet will help. I have attached this below.
STEP 5: Always confirm you understand what is being asked of you and end each conversation with,
"Have a great day/evening/weekend".
STEP 6: If you are being asked questions that you don't know how to answer or speaking to a customer, you can always transfer the call to customer service or put them on hold and ask for help.
MAKE SURE YOU TELL THEM YOU ARE PUTTING THEM ON HOLD.
Customer service transfer: 851
Operations transfer: 857
Tessa Shaw (Manager): 318
