Don't Drop the Ball
This is the ideal timeframe to follow up with a customer after promising to "look into something" — same day, or this many hours max.
What is 24 business hours?
This type of question can't be answered with "yes" or "no" and is used to uncover customer needs.
What is an open-ended question?
Instead of "I don't know," a rep should say this.
What is "Let me look into that for you..."?
This QA acronym stands for the department that scores and reviews calls for compliance and coaching.
What is Quality Assurance (QA)?
Before submitting an order for a customer, reps must read these.
What are the terms and conditions/compliance terms?
Before ending a call where you've promised a follow-up, what should you set in stone with the customer?
What is a date and time for the follow-up convo?
This questioning technique confirms understanding by restating what the customer said in your own words.
What is a clarifying/paraphrasing question?
Instead of "I can't do that", a positively-positioned rep says this.
What is "What I can do is..."?
This acronym refers to the software system reps use to log customer interactions and account history.
What is a CRM (Customer Relationship Management)?
Our escalation mantra puts this resource last — only after Brains, Books, Bot, and Buddies have been tried.
What is "Boss"?
This habit ensures that if you're out sick, another rep can pick up your follow-up exactly where you left off. It also helps pick back up on your previous convos, too!
What is proper note taking/documentation?
Asking "What's stopping you from moving forward today?" directly targets this part of the sales conversation.
What is an objection or a pain-point?
Instead of "You'll have to...", a rep reframes with this phrase.
This acronym refers to the standard a call center aims for regarding how quickly calls are answered.
What is a SLA (Service Level Agreement)?
In a proper de-escalation sequence, this should occur before jumping into a solution.
What is "empathize"?
This is the risk of NOT following up when promised.
What is losing the customer/their trust?
A rep asks, "What does success look like for you 6 months from now?" — this technique uncovers this key sales element.
What are the customers goals and needs?
Instead of "Calm down," which can escalate a frustrated customer, a rep says this instead.
What is "I completely understand your frustration, let's work through this together"?
What is "I am on your team and I will help bring resolution to this for you today."?
This acronym-tracked metric is considered one of the strongest indicators of customer satisfaction, since it means the issue was solved without the customer having to call back.
What is FCR (First Call Resolution)?
A customer service call typically opens with these three steps in order: Greet, Verify, ______.
What is "identify the reason for the call"?
When a rep is going to be out of office on a promised follow-up date, this is an action to take before the time off begins.
What is "reassigning the follow-up to a friend who has agreed to help" OR "reaching out before to reschedule/chat earlier"?
This closing technique asks the customer to choose between two positive options rather than a simple yes/no, making the close feel easier.
What is the assumptive close?
Instead of "It's our policy," which sounds rigid and dismissive, a rep reframes with this kind of explanation.
What is explaining the "why" behind the policy (e.g., "To protect your account, we...")?
This metric measures how long, on average, a customer sits on hold or in queue before a rep picks up the call.
What is ASA (avg speed of answer)?
Attempt 1 for GetNext call and the customer didn't answer. I send an email. True or False - Do I send the email?
What is true?