TEAM TOPIC JEOPARDY 8/24

CALL HANDLING

100

Research and attempt to resolve the issue

What you do before escalating!

200

Create a unified front that emphasizes a

• "We" approach instead of a "Us versus Them" tone.

300

"without agreeing with the customer."

Empathize

400

• Give one instruction at a time.
• Walk the customer through the process and check for understanding at each step.
• Repeat directions and options as necessary.

Keep things simple:

500

                                                       Acknowledge the customer’s feelings

Sympathize and empathize with the customer

Accept 100% responsibility for the call

Prepare to help

ASAP METHOD:

Legal Escalations

100

 A customer threatens to pursue legal action with the Federal Communications Commission (FCC)

Attempt to de-escalate the customer.

200

A customer insists on speaking with the CEO or a senior executive.

Escalate to a Lead or Supervisor for your site per BAU process.

Managing Difficult Conversations

100

Listen non-defensively means to do what?

Don't allow elevated emotions to produce an unproductive response from you

200

Diffuse the tension.

 Empathize without agreeing. - I can certainly understand how you feel.

Assure the customer that you will help. - I will do everything I can to help resolve this situation. We will get everything straightened out.

300

• Present the reality of the situation using clear, accurate information. 
• Acknowledge the customer's feelings. 
• Offer any available options. 
• Confirm the customer's understanding.

Deliver Unwelcome News:

400

• Project your willingness to help. 
• Respect each customer's unique value. 
• Empathize with the customer.

• Meet human needs:

Resolve The Issue

100

Statement: Make sure the customer understands the details of the situation that caused them to call in. Do so without pointing blame at the customer or another employee or department.

Action: Explain what happened.

200

Action: Explain what you'll do. 

Statement: What action or steps will you take - schedule a technician, credit the account, etc.?

300

Action: Confirm the customer's understanding.

Statement: Does applying an account credit of $_____ and scheduling a technician to come to your home to swap the modem sound good to you? 

400

Action: Keep your promises.

Statement: Do what you said you would do (i.e. issue credit, schedule an appointment, waive a charge, etc.).