Greet and Verify
The Greeting includes ADT branding, the _ _ and the customer is asked how they are doing?
What is: agent's name?
An example is "I'd be happy to take your payment".
What is: ownership or assuring statement?
ACT II's major job function
What is: to qualify?
Daily Double!!
1874
What is: when ADT began?
30 seconds
What is: a warm transfer?
"Thank you for calling ADT, this is Trish, how are you today."
What is: greeting?
Length of time with ADT.
What is: tenure?
Find issues the customer may not be aware of.
What is: account review?
What is: closing?
Bold, Lead, Unite, and Elevate
What are: cultural markers?
What is: white glove?
Customers concerns/needs are acknowledged _.
What is: empathetically?
Confirming you understand all the customer's concerns.
What is: paraphrasing?
A reminder including your name.
What is: survey?
Daily Double!!
A free trip for employees who do an amazing job and display our Cultural Markers.
What is: Circle of Excellence?
Customer's name and service address
What is: Verifying or Verification?
Understanding what the customer is calling about.
What is: active listening?
Metric impacted by addressing and attempting to resolve all issues.
What is: FCR?
What you did for the customer and next steps.
What is: recap?
The second approved method to authorize a customer.
What is: OTP?
Password/PIC
What is: Authorization?
The customer is _ for their business.
Asking open ended questions to get to the root cause.
What is: probing?
Survey must be mentioned _.
What is: neutrally?
Label, Mirroring, Summarize, Own it
What is: De-escalation techniques?