The Trade Prices Direct Program

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You've joined the Trade Prices Direct (TPD) program team. Our goal is to do more than just sell products; we build lasting trust with every customer.
TPD's Mission: Our mission is to be the UK's most trusted online source for trade-priced products. We are committed to providing our customers with an extensive range of high-quality products at unbeatable prices, backed by exceptional customer service and fast, reliable delivery. We strive to foster lasting relationships with our trade customers by consistently exceeding their expectations and supporting their business growth.
The support team is the voice and face of TPD. They are empowered to be problem-solvers and partners for our customers.

The True Purpose of Support

Many people think customer service is just about answering questions and closing tickets. However, we see it differently.
The First Principle: At its core, customer service is about understanding and fulfilling a customer's desired outcome. The agent's role is to be a helper, not just a handler.
The Trusted Guide: When a customer contacts us, they need help to get from a problem to a solution. The agent's job is to make that journey as smooth as possible.

Be a Detective, Not a Robot: "Agents must ask open-ended questions to uncover the customer's true need. The goal is to understand the root of the problem, not just react to the first thing a customer says."
Empathy First: "Acknowledge the customer's feelings and concerns. Phrases like, 'I'm sorry to hear that,' or 'I understand why that would be frustrating' build a connection."
Take Ownership: "Agents are expected to see a problem through to completion. Even if a call needs to be transferred, the agent ensures the customer feels heard and that a solution is in progress."

Opening: "Agents must use a warm, clear greeting that includes their name and the company's name. For example, 'Hello, thank you for calling Trade Prices Direct, this is [Agent's Name]. How may I help you today?'"
Active Listening: "Listening carefully for the true need is crucial. Agents should take notes and confirm their understanding of the issue."
Tone: "The agent's tone of voice is a key tool. It should be friendly, confident, and empathetic, delivered at a clear, steady pace."
Closing: "Ending the call with a positive closing ensures the customer feels valued. A simple 'Is there anything else I can assist you with today?' works well."

Clarity is King: "Sentences should be short and to the point. Agents should use simple, clear language."
Professional, Yet Personal: "The tone should be professional while still sounding like a human. Avoid excessive jargon."
Provide a Path Forward: "Every email or chat interaction should end with a clear next step. For example, 'We've sent a replacement and will let you know once it has shipped,' or 'Please reply to this email if you have any other questions.'"
Emoji Use: "Emojis should be used sparingly and appropriately in chat to convey a friendly tone. A simple :) or 🙏 can be effective."
Install Grammarly on your computer.

Definition: "Customer delight is about going beyond a customer's expectations. It's about turning a potentially negative experience into a positive one."
Example: "If a customer's delivery is delayed, the agent can not only provide a tracking number but also offer a small discount on their next order as a sincere apology. This simple gesture creates a positive memory."
The Payoff: "Delighted customers are more likely to return, recommend us to friends and family, and leave positive reviews."

Value for TPD: "Delighted customers lead to increased loyalty, a stronger brand reputation, and more sales. This is how the company grows."
Value for the Agent: "Agents who delight customers feel a sense of accomplishment. Their success is reflected in positive customer feedback and performance metrics."
The Cycle: "Exceptional work leads to happy customers, which leads to a successful company, which in turn creates more opportunities for the support team."

The agent's job is to solve the real problem and create a positive experience.
Be a detective and a partner to the customer.
Communication style, whether on the phone, chat, or email, is crucial.
Aim for customer delight to build a better business and a more fulfilling job.
Every interaction is an opportunity to make someone's day a little better. We know you can do it!"