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ANSWERS TO FREQUENTLY
ASKED QUESTIONS & NORMAL PROCEDURES
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<-SITUATION #1->
-CLIENT CALLS EXPRESSING DISSATISFACTION WITH AN ORDER HE JUST RECEIVED-
(CLAIMS SHORTAGE/BAD IMPRINT/WRONG ITEM, ETC )
<-PROCEDURE->
TAKE DOWN CLIENTS NAME + TELEPHONE # + COMPANY NAME
- WRITE DOWN BRIEF DESCRIPTION OF PROBLEM -
-IF POSSIBLE GET CHULANI INVOICE # FROM CLIENT -
OR HIS PURCHASE ORDER #
-TELL CLIENT WE WILL REVIEW SITUATION WITH MANAGER AND GET BACK SHORTLY-
-PULL PAPERWORK AND BRING TO NICK'S ATTENTION TO EVALUATE PROBLEM-
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<-SITUATION #2->
-CLIENT CALLS DISAGREEING WITH CHARGES ON AN INVOICE HE JUST RECEIVED-
<-PROCEDURE->
-TAKE DOWN CLIENTS INFORMATION AND TELL CLIENT IT WILL BE REVIEWED BY
MANAGER.
CHARGES WILL BE REMOVED IF VALID- IF NOT CLIENT WILL BE CALLED BACK-
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<-SITUATION #3->
CLIENT CALLS SAYING HE JUST RECEIVED A REQUEST FOR A PREPAYMENT ON AN
ORDER HE JUST PLACED- CLAIMS HE HAS EXCELLENT CREDIT AND WHY SHOULD HE
PREPAY-
<-PROCEDURE->
EXPLAIN TO CLIENT THAT PREPAYMENTS ARE REQUESTED NORMALLY FROM CLIENTS IF
IT'S THEIR FIRST ORDER OR IF THERE HAS NOT BEEN ANY TRANSACTION IN THE LAST 2
YEARS- ALSO PREPAYMENTS MAY BE REQUESTED IF THERE IS NOT SUFFICIENT
TRANSACTION INFORMATION IN ASI'S DATABASE
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<-SITUATION #4-)
-CLIENT CALLS SAYING HE WOULD LIKE TO OPEN UP ACCOUNT TO GET CREDIT WITH
NET 30 TERMS - SAYS HE WOULD LIKE TO FILL OUT A CREDIT APPLICATION-
(-PROCEDURE ->
CLIENTS WITH ASI NUMBERS CAN GET SAME DAY CREDIT APPROVAL BASED ON THEIR
CREDIT RATING IN ASI'S DATABASE. IF NOT MEMBER OF ASI THEN
TELL CLIENT TO FAX A REFERENCE SHEET WITH THEIR BANK INFORMATION AND 4 TO 5
MAJOR SUPPLIERS THEY DO BUSINESS WITH- IT TAKES GENERALLY 3 TO 5 BUSINESS
DAYS TO CHECK
THEIR REFERENCES-
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<-SITUATION #5->
-CLIENT CALLS WANTING TO FIND OUT STATUS ON AN ORDER -
<-PROCEDURE->
-ASK FOR CLIENT'S NAME AND P.O.#.
-THEN
GO
TO "QUERY DOCUMENTS->CURRENT" AND SEE JOB STATUS ON ORDER-
-IF NOT FOUND IN "CURRENT" THEN CHECK IN "POSTED"
-IF
NOT FOUND THERE, THEN LOOK FOR ORDER IN OTHER TRAYS MARKED->
"NEW ORDER /PREPAYMENTS /FAX OUT TRAY /CREDIT CARD PROCESSING/ WAITING RESPONSE"
-ALSO CHECK TO SEE THE ORDER IS NOT SITTING ON SOMEONE'S DESK WAITING FOR A
RESPONSE
-IF
STILL NOT FOUND ASK CLIENT IF THEY HAVE SEVERAL COMPANY NAMES- HAVE THEM GIVE
YOU THEIR COMPLETE NAME AS IT APPEARS ON P.O. - HE MAY BE LISTED IN A
SLIGHTLY DIFFERENT NAME
-IF
STILL NOT FOUND WRITE CLIENTS INFO AND BRING TO ATTENTION OF NICK ASAP - ALSO
HAVE
CLIENT RESEND P.O.
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<-SITUATION #6->
-CLIENT CALLS COMPLAINING ABOUT HANDLING CHARGE- WANTS TO KNOW WHY IS HE
BEING CHARGED A HANDLING CHARGE-
<-PROCEDURE->
-EXPLAIN TO CLIENT HANDLING CHARGE IS CHARGED TO COVER COST OF BOX, PEANUTS, TIME TO PACK BOX & TIME TO LOG IN COMPUTER-
HANDLING CHARGE IS USUALLY ADDED TO THE FREIGHT CHARGE HOWEVER WHEN AN
ACCOUNT NUMBER IS USED THE HANDLING CHARGE IS CHARGED SEPARATELY
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<-SITUATION #7->
CUSTOMER CALLS ASKING WHEN HE WILL RECEIVE HIS PAPER PROOF OR SAMPLE PROOF
<-RESPONSE->
EXPLAIN TO CLIENT THAT A PAPER PROOF IS NORMALLY SENT WITHIN 2 DAYS AFTER
RECEIPT OF ORDER AND SAMPLE PROOFS WITHIN 3 TO 5 BUSINESS DAYS- IF
THE ORDER IS A RUSH ORDER ABOVE TIMES WILL BE SHORTER-
ALSO IF RUSH ORDER BRING TO MANAGERS ATTENTION- PLEASE NOTE NO E-PROOFS ARE
AVAILABLE FOR 1 DAY RUSH ORDERS
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<-SITUATION #8->
CUSTOMER CALLS SAYING THAT THEIR E-MAIL FILE IS BEING RETURNED
UNDELIVERABLE BECAUSE MAIL BOX IS OUT OF QUOTA-
<-RESPONSE->
GET THE CUSTOMERS NAME AND NUMBER AND GIVE IT TO THE GRAPHICS DEPT.
TELL THE CUSTOMER THAT WE WILL CHECK TO SEE IF THERE IS A GLITCH IN OUR MAIL
SYSTEM- REQUEST THE CLIENT TO TRY AGAIN IN
1 HOURS TIME- MEANWHILE ASK THE GRAPHICS DEPT. TO DOWNLOAD FILES TO
CLEAN OUT MAIL BOX- IF CLIENT STILL HAS PROBLEMS SENDING ART HAVE HIM SEND IT
TO OUR BACKUP EMAIL ADDRESS.->chulaniart@hotmail.com
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<-SITUATION #9->
CLIENT CALLS SAYING HE GOT A FAX FROM JIM BOND THE CREDIT MANAGER AND
WOULD LIKE TO SPEAK TO HIM-
<-RESPONSE->
TELL CLIENT JIM IS ON A BUSINESS TRIP FOR 3 DAYS AND ASK HIM TO FAX A
BRIEF NOTE TO JIM'S ATTENTION-
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<-SITUATION #10->
SOMEONE ON PHONE CALLS IN AND ASKS UNUSUAL QUESTIONS SUCH AS:
->WHAT PHONE SYSTEM DO YOU USE ? OR
->WHO'S THE OWNER OF THIS COMPANY ? OR
->REFERENCES ON EX-EMPLOYEES ? OR
->ANY OTHER QUESTIONS NOT RELATED TO CUSTOMER SERVICE, PRICES OR ORDER
<-RESPONSE->
YOU
ARE ONLY AUTHORIZED TO GIVE CLIENTS INFORMATION ON PRODUCTS, PRICES,
DELIVERIES, ORDER STATUS, ART QUESTIONS, ETC-
ANY
OTHER CALLS SHOULD BE GIVEN TO MANAGER- IF MANAGER IS NOT IN THEN TAKE A
MESSAGE
DO NOT GIVE ANY INFORMATION AS MANY TIMES THE CALLERS ARE CON MEN TRYING TO
SELL PRODUCTS, ETC
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<-SITUATION #11->
CLIENT CALLS ABOUT A PRODUCT YOU DO NOT KNOW OR WE DO NOT CARRY
<-RESPONSE->
CHECK WITH NICK IF AVAILABLE - SOME PRODUCTS THAT WE CARRY ARE NOT IN
OUR CATALOG- HOWEVER THEY ARE STILL AVAILABLE- ALSO WE WOULD LIKE TO KNOW
WHAT CUSTOMERS ARE ASKING FOR...THIS WAY WE CAN BRING NEW PRODUCTS FOR THE
FUTURE
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<-SITUATION #12->
CLIENT CALLS ASKING FOR SOME EMPLOYEE WHO IS NOT IN-
<-RESPONSE->
TELL CLIENT EMPLOYEE IS NOT IN AND ASK THEM IF YOU COULD HELP THEM OUT- NEVER
TELL CLIENT THAT THE EMPLOYEE LEFT EARLY OR IS IN THE BATHROOM, ETC....JUST
TELL THE CLIENT THEY ARE CURRENTLY NOT AVAILABLE AND IF YOU CAN HELP THEM
OUT.
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<-SITUATION #13->
A
VISITOR ARRIVES WHEN NICK IS NOT IN-
<-RESPONSE->
TELL VISITOR THAT NO VISITS ARE ALLOWED UNLESS PRE-ARRANGED BY PHONE
APPOINTMENT IN ADVANCE-
ALSO LET NICK KNOW ABOUT VISITOR-
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<-SITUATION #15->
CLIENT CALLS CLAIMING HE HAS A CREDIT BALANCE AND WOULD LIKE A REFUND
<-RESPONSE->
CHECK IN THE REFUND FILE TO SEE IF A REFUND HAS BEEN ISSUED - IF FOUND THEN
GIVE CLIENT THE DATE OF REFUND - IF NOT FOUND THEN GET CLIENTS INFORMATION
AND PULL HIS ORDER AND GIVE IT TO NICK - TELL CLIENT YOU WILL GIVE THE
INFORMATION TO THE ACCOUNTING DEPARTMENT AND THAT HE SHOULD EXPECT THE REFUND
IN THE NEXT FEW DAYS -
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<-SITUATION #16->
MULTIPLE
PHONES LINE ARE RINGING AT THE SAME TIME AND YOU HAVE A UN-PRODUCTIVE CLIENT ON THE
PHONE COMPLAINING OR SOMEONE WHO IS SLOW AND TRYING TO MAKE UP THEIR
MINDS-
<-RESPONSE->
PUT
THE COMPLAINER ON HOLD AND HANDLE THE INCOMING CALLS FIRST IN
THE FOLLOWING PRIORITY ORDER-
TOP
PRIORITY-->CLIENTS NEEDING PRICE QUOTES & PRODUCT INFO
MEDIUM PRIORITY-->CLIENTS NEEDING STATUS ON ORDERS
LOW
PRIORITY-->COMPLAINERS
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<-SITUATION #17->
CLIENT CALLS ASKING YOU TO SEND A PRICE QUOTE OR SOME
OTHER INFORMATION-
<-RESPONSE->
NO
HAND WRITTEN NOTES CAN BE EMAILED OR FAXED - PLEASE USE THE DOCUMENT
TEMPLATES IN "I-DOCS" FOLDER OR THE FAX TEMPLATES IN "ASI DOCS" FOLDER TO
COMMUNICATE WITH CLIENTS
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<-SITUATION #18->
CLIENT CALLS AND WANTS TO KNOW IF YOU HAVE A CERTAIN QUANTITY ON A
PRODUCT-
<-RESPONSE->
FOR SMALL QUANTITIES TELL THE CUSTOMER THE PRODUCT IS AVAILABLE UNLESS THE
WEB PAGE TELLS YOU OTHERWISE - ALSO YOU CAN CHECK THE INVENTORY IN CH-ACCTS -
IF INVENTORY INDICATES NOT AVAILABLE THEN CHECK WITH NICK FIRST AS THERE MAY
BE MORE GOODS ARRIVING - IF NICK IS NOT IN THEN CALL HIM ON HIS CELLULAR -
FOR
LARGE QUANTITIES (3,000 +)
TELL THE CLIENT YOU ARE GOING TO CHECK WITH THE WAREHOUSE - HOWEVER IF THE
COMPUTER INDICATES IT IS AVAILABLE THEN THERE IS NO NEED TO CHECK WITH
WAREHOUSE UNLESS YOU ARE CHECKING A COLOR OR SO-
BEFORE PUTTING THE CLIENT ON HOLD GET THEIR NAME & TELEPHONE NUMBER SINCE
MANY TIMES CLIENT WILL HANG UP IF WAREHOUSE TAKES LONG IN GETTING INFO-
CALL CLIENT BACK WITH INFO IF HE GETS DISCONNECTED- IF WAREHOUSE INDICATES
QUANTITY NOT AVAILABLE THEN CHECK WITH NICK FIRST AS THERE MAY BE MORE
SHIPMENTS ARRIVING THAT THE WAREHOUSE IS NOT AWARE OF.
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<-SITUATION #19->
CLIENT CALLS REGARDING A DISAGREEMENT ABOUT PRICING- DOES NOT AGREE WITH
PRICE-
<-RESPONSE->
GET
INFORMATION FROM CLIENT AND PULL THE PAPERWORK- DISCUSS WITH NICK- AND
GET BACK TO CLIENT- DO NOT PUT CLIENT ON HOLD AS YOU WILL GET BACK TO HIM
LATER- IF CREDIT IS DUE AND APPROVED BY NICK THEN CONTACT CLIENT TO ADJUST THE INVOICE WHEN
PAYING THE BILL- WE WILL ISSUE AN INTERNAL CREDIT- IF CLIENT ASKS FOR A NEW
INVOICE INFORM CLIENT THAT CLOSED INVOICES CANNOT BE RE-BILLED -
HOWEVER AN INTERNAL CREDIT WILL BE APPLIED FOR THE DIFFERENCE AND CLIENT CAN
DEDUCT THE DISPUTED AMOUNT WHEN PAYING THE BILL AFTER WE HAVE APPROVED THE
CREDIT-
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<-SITUATION #20->
CLIENT CALLS SAYING HE RECEIVED THE GOODS BUT THERE WAS NO PACKING LIST
<-RESPONSE->
TELL CLIENT WE DO NOT SEND PACKING SLIPS WITH ORDERS AS THEY MAY HAVE
CHULANI INFORMATION ON THEM- THIS IS DONE TO PROTECT THE DISTRIBUTOR SO HIS
CLIENT DOES NOT CONTACT US DIRECTLY- OFFER TO SUPPLY THE PACKING
INFORMATION BY PULLING THE PAPERWORK-
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<-SITUATION #21->
CLIENT CALLS SAYING HE WOULD LIKE TO INCREASE OR DECREASE THE QUANTITY ON AN
ORDER
<-RESPONSE->
MAKE NOTE OF ALL THE CHANGES THE CLIENT WANTS AND UPDATE ALL 3 COPIES OF THE PAPERWORK
ALSO HAVE CLIENT FAX IN WRITTEN CONFIRMATION OF CHANGE- THIS SITUATION
ALSO APPLIES WHEN CLIENT WANTS IMPRINT COLOR CHANGED OR THE SHIP TO ADDRESS OR
ANY OTHER CHANGE ON AN ORDER- A WRITTEN CONFIRMATION OF CHANGE IS REQUIRED
FROM CLIENT-
IN ADDITION ALSO UPDATE ALL THE PAPERWORK AND THE COMPUTER WITH THE CHANGE-
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<-SITUATION 22->
CLIENT CALLS SAYING HE SEES A DIFFERENT PRICE IN ASI'S DATABASE-
<-RESPONSE->
TELL CLIENT TO PRINT PRICE AND SEND IN WITH ORDER AND THAT PRICE WILL BE
HONORED- USE THE ABOVE SITUATION FOR ALL OTHER DATABASES SUCH AS SAGE,
DISTRIBUTOR CENTRAL, PPAI, ETC-
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<-SITUATION 23->
CLIENT CALLS REQUESTING A QUOTE ON AN ITEM-
<RESPONSE->
FOR QUANTITIES UNDER 2500 PCS CLIENT CAN PRINT PRICE DIRECTLY FROM CHULANI WEBSITE-
QUOTES CAN BE FAXED ON QUANTITIES ABOVE 2500 PCS- HOWEVER IF CLIENT DOES NOT
WANT TO GO TO WEBSITE AND STILL WANTS QUOTE EMAILED OR FAXED THEN TAKE HIS INFORMATION
AND SEND HIM THE QUOTE-
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<-SITUATION 24->
CLIENT CALLS REQUESTING YOU WAIVE A CHARGE SUCH AS RUSH, SETUP, PAPER PROOF OR
ANY OTHER CHARGE-
<-RESPONSE->
CHECK WITH THE MANAGER IF OK- IF OK, THEN TELL CLIENT TO SEND IN ORDER WITH A
NOTE ON IT SAYING CHARGE WAS WAIVED AS PER YOUR NAME - GENERALLY SETUP
CHARGES CANNOT BE WAIVED , EVEN ON REPEAT JOBS AS THE MACHINES HAVE TO BE
SETUP AGAIN-
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<-SITUATION 25->
CLIENT CALLS SAYING HE WANTS TO PLACE A REPEAT ORDER AND ASKS IF THERE
WILL BE A SETUP AGAIN-
<-RESPONSE->
INFORM CLIENT THAT THERE IS A SETUP CHARGE ON REPEAT ORDERS AS THE JOB HAS TO
BE SETUP AGAIN ON THE PRINT MACHINE- ALSO FOR
OPTIMAL PRINT QUALITY PLATES HAVE TO BE MADE FRESH EACH TIME AS OLD PRINTING PLATES FREQUENTLY HAVE QUALITY ISSUES-
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<-SITUATION 26->
CLIENT CALLS ASKING IF YOU HAVE RECEIVED HIS ART FILE-
<RESPONSE->
GIVE THE CALL TO THE ART DEPARTMENT PERSON- IF THEY ARE NOT IN THEN TELL
CLIENT THAT THE ART DEPT. IS CURRENTLY IN A MEETING AND WILL CHECK ONCE THEY
GET BACK. ALSO CLIENT WILL BE CONTACTED IF WE HAVE ANY FURTHER QUESTIONS-
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<-SITUATION 26->
CLIENT CALLS SAYING HE JUST GOT A PAPER PROOF OR EMAIL PROOF, AND THAT
THERE IS A MISTAKE IN IT OR WOULD LIKE SOMETHING CHANGED-
<-RESPONSE->
HAVE CLIENT SPEAK DIRECTLY TO THE ART DEPARTMENT- IF NO ONE PRESENT IN ART DEPT. THEN ASK
CLIENT TO MAKE A BRIEF NOTE EXPLAINING THE PROBLEM OR CHANGE ON THE E-PROOF / PAPER PROOF AND
SEND BACK TO ART DEPT AND THEY WILL HAVE IT FIXED-
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<-
SITUATION 27 ->
CLIENT CALLS ASKING WHAT PRODUCT IS HOT, WHAT PRODUCT ARE WE WE SELLING THE
MOST-
<-RESPONSE->
SINCE YOU DO NOT KNOW FOR SURE WHO IS CALLING DO NOT GIVE THE INFORMATION ON
OUR BEST SELLING PRODUCTS- THE CALLER COULD BE OUR COMPETITION TRYING TO
FIGURE OUT WHAT SELLS GOOD SO THEY CAN COPY THE PRODUCT AND GIVE US
COMPETITION- RATHER TELL THE CALLER THAT ALL PRODUCTS SELL WELL DEPENDING ON
THE THEME OF THE PROMOTION- WHICH HAPPENS TO BE TRUE- NEVER GIVE OUT
INFORMATION ON WHAT PRODUCTS WE SELL THE MOST
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<-
SITUATION 28 ->
CLIENT CALLS WANTING TO CANCEL AN ORDER HE PLACED-
<-
RESPONSE ->
ASK
CLIENT FOR THE REASON FOR CANCELLATION AND DISCUSS WITH MANAGER WHILE
CLIENT IS ON HOLD- IF MANAGER IS NOT IN TELL CLIENT YOU WILL DISCUSS WITH
MANAGER AND GET BACK TO HIM- MEANWHILE PULL ALL THE PAPERWORK FROM TRAY AND
ART DEPT AND WAREHOUSE- UPON MANAGERS APPROVAL ORDER MAY BE CANCELLED- DO
NOT PUT IN CANCEL TRAY UNTIL MANAGER HAS APPROVED-
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<-SITUATION 29 ->
CLIENT CALLS WANTING TO CHANGE SOMETHING ON AN ORDER-
<-RESPONSE ->
ASK
CLIENT TO FAX A NOTE CONFIRMING THE CHANGE- ALSO MAKE NOTES AND
UPDATE OUR PAPERWORK- WHEN UPDATING MAKE SURE THE ART COPY IS ALSO UPDATED IF
QUANTITY , ART, OR IMPRINT COLOR IS CHANGED-
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<-SITUATION-> 30
CLIENT CALLS WANTING TO PLACE ORDER ON PHONE, SAYS HE DOES NOT USE
PURCHASE ORDERS OR SOME OTHER REASON
<-RESPONSE->
EXPLAIN TO CLIENT THAT A PURCHASE ORDER IS NEEDED TO PROCESS AN ORDER- THE
CLIENT CAN GO TO OUR WEBSITE AND FILL OUT THE ORDER FORM THERE - ALSO
PLEASE NOTE SAMPLE & CATALOG ORDERS DO NOT NEED A PURCHASE ORDER AND CAN BE
ACCEPTED ON THE PHONE OR BY EMAIL OR FAX-
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<-SITUATION-> 31
CLIENT CALLS WANTING TO WHY THE PRICE IS DIFFERENT ON ESP AND OUR WEBSITE.
<-RESPONSE->
EXPLAIN TO CLIENT THAT FOR MARKETING PURPOSES THERE MAY BE A SPECIAL RUNNING
...THE CLIENT IS FREE TO PLACE THE ORDER AT THE LOWER PRICE...HOWEVER HAVE
THE CLIENT PRINT AND SEND IN A COPY OF THE LOWER PRICE WITH THE ORDER AND IT
WILL BE HONORED.
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<-SITUATION-> 32
CLIENT CALLS WANTING A QUOTE ON A LARGE QUANTITY-
<-RESPONSE->
WRITE THE FOLLOWING DETAILS DOWN BEFORE COMING TO THE MANAGER FOR A QUOTE:
ITEM & QUANTITY, NUMBER OF LOCATIONS BEING PRINTED AND HOW MANY COLORS PER
LOCATION,
WHEN ORDER WILL BE RECEIVED AND ALSO WHEN CLIENT WANTS ORDER-
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Link
Training Document
TIPs Document
FAQs Document
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