Service Lingo
This three-letter metric asks "How satisfied were you with this interaction?"
What is SAM?
What CoPolot Article is used for Orphaned Emails?
What is HOW4206?
This skill involves repeating back what a customer said to confirm understanding.
What is active listening/Acknowledge?
This 'Seinfeld' character famously ran a soup stand with brutal service rule, what did he say?
What is "No Soup for you"?
Studies often cite this as roughly how many times more it costs to acquire a new customer than retain one.
What is 5 times (5x)?
This metric tracks whether an issue was solved on the very first contact.
What is FCR/ICR (First Contact Resolution)?
This option lets you view why two bills show different amounts?
What is the Comparison tool ?
This technique means acknowledging feelings before jumping to a solution.
What is validating/empathizing?
This sitcom's Dunder Mifflin has a customer service rep named Kelly Kapoor.
What is The Office?
This is roughly the percentage of customers who say they've switched companies due to poor service.
What is roughly 60%?
This acronym names the agreement guaranteeing response/resolution times.
What is an SLA (Service Level Agreement)?
This information about previous contacts from a customer are found here
What is Interactions?
This de-escalation tactic involves lowering your own voice and slowing your speech.
What is tone matching (or staying calm)?
This 1988 film's title character, played by Bill Murray, works retail at a department store during the holidays.
What is Scrooged?
This is the typical target response time, in hours, many companies aim for on email support.
What is 24 hours?
This system greets callers and routes them by pressing 1, 2, or 3.
What is an IVR (Interactive Voice Response)?
This article offers information to assist with customer inquiries by detailing the benefits of each streaming app along with their pricing.
GEN8992 Residential Inclusion Offer Landing Page: Streaming Apps and Seamless Entertainment
The phrase "I understand how frustrating that must be" is an example of this skill.
What is an empathy statement (acknowledgment)?
This animated show's Krusty Krab has notoriously bad service from an employee named Squidward.
What is SpongeBob SquarePants?
This is roughly how many positive experiences it can take to make up for one negative one, per common CX research.
What is 3 (or more)?
This score, ranging from -100 to 100, asks customers how likely they are to recommend Spectrum.
What is NPS (Net Promoter Score)?
This article provides steps on how to manage and use Spectrum Identities and related Spectrum Email accounts with Customer Self-Service steps and Representative tools such as Charter's Identity Management Tool (CIMT) and Jenkins
HOW4206 Use and Support of Spectrum Identities and Email
What is being open-minded, ready to learn, and willing to change your approach when a situation shifts unexpectedly
What is adaptability or flexibility?
This line asks, "Have I answered all your Spectrum Related Questions"?
What is a standard call closing line?
This is roughly the percentage of customers willing to pay more for a better service experience.
What is roughly 70-80%?