Feelings
The ability to understand and share the feelings of another.
What is empathy?
The first thing you should do as you answer a call.
What is to smile?
The percentage for booking inbound calls.
What is 80%?
You can do this when a customer gives push back on a service fee for a quote on a service call.
What is waive the service fee?
You ask the customer this at the beginning of the call to pull up there accout.
What is "their property address"?
Feelings of pity and sorrow for someone else's misfortune.
What is sympathy?
Something you should never do when on the phone with someone who does not speak English very well.
What is to raise your voice?
The percentage of the opportunity calls that should be ran each day.
40% (will accept 33%).
You do this when a customer calls in with a secondary line stoppage for the $79 main drain.
What is BOOK THE CALL?
You ask the customer this to determine if this is an opportunity call.
What is "how old is your unit"?
A strong feeling of annoyance, displeasure, or hostility.
What is anger?
What should you ignore while you're on the phone with a customer?
What is to ignore the other incoming calls?
This should be 5% or less.
What is abandoned calls?
This is a four-letter word that CSR agents should always avoid using when answering about their ability to assist.
What is "can't"?
You tell the customer this when they ask what time the technician will be at their home.
What is "the dispatcher will call you 30 minutes prior to the appointment"? (Will also accept: What is "we do not have time frames....")
To have a sense of confidence in or satisfaction with (a person, arrangement, or situation).
What is happy?
Something you should not do when on the phone with a customer. The customer deserves your undivided attention.
What is multitask?
You should have 20 of these an hour.
What is contacts?
This should be asked at the end of every call.
What is "is there anything else I can help you with today"?
This is the cost for a generator appointment, that is not for maintenance.
What is 127.95?
To be slightly angry; irritated.
What is annoyed?
Something you should not do across the room in the Call Center since others are on the phone.
What is to yell?
The minimum of calls booked per hour.
What is 2?
This is not a warranty company, what else should you ask a customer calling in for a plumbing work order.
What is "would you like to become a CG member today"?
This is what you put on the schedule when a customer has multiple items to be looked at during their visit.
What is a block?