Day 14 Potpourri
What does it mean to Own It?
We should be committed to resolving their needs and concerns the first time they enter the store.
How can you show your desire to resolve a customer’s situation?
•Listen to the customers explain their situation
•Ask about their needs or concerns.
•Recognize and acknowledge their needs
What are the four customer conditions?
Comfortable, Insistent, Indecisive, Irate
What should good notes include?
•The five W’s - Who, What, When, Where, Why
What are the most common billing issues you will encounter?
Fees, Missing Credits, First Bill, Overages