THE TEAM
CALL CENTER BASICS
CUSTOMER LOYALTY
BEHAVIOR STYLES
ESSENTIAL COMMUNICATION
100

What will cause a customer account to hotline?

Non-payment

100

NPS stands for what?

Net Promoter score

100

What VXI Moto.

We live by our “Passion for People” commitment. Our Company.

100

Create a personal and genuine connection so the customer feels valued, truly believes the company and the agent cares, and builds a foundation of trust.

Warm and Friendly

100

What would you call those things that would stop you from listening effectively?

Barriers to Listening

200

This person would play the most important part of the company.

Agent

200

The Aux Code for Not Ready State.

Aux 0?

200

Satisfied or Loyal. You answer the customer's question.

Satisfied?

200

Instill confidence with the customer that they have reached an expert who is fully committed to addressing their needs/issue.

Own It 

200

FUN STUFF!!! Share a joke to the class!!!

Fun Stuff

300

This person you contact when the call gets escalated and customer require to get upper support.

Supervisor

300

Failure to answer call within 10secs under what cap policy it fall under. 

Delay Greeting

300

Satisfied or Loyal. You answer the customer's question and provide other options that make it easier for him to check his account base on there repayment plan .

Loyal

300

When are customer Eligible ?

Customer are qualified for repayment plan when have a past due balance that will results in their service being hotline or suspended . 

300

A Reflecting Skill used when customer has strong emotions.

Empathy?

400
They ensure that all resources that enable you to take calls work.
What is GCC?
400

What does AHT stand for?

Average Handle Time

400

The NPS score you must get in order to pass ( Excellent customer service) .

What is 9-10

400
This behavior style is the star of the show.
What is Expressive?
400
FUN STUFF!!! Sing a love song for the class.
FUN STUFF!!!
500

This address is use to acknowledge coaching  .

https://vxicoach.ppro360.com/app/coaching/history

500

What is the Service Level Goal?

What is 80% of calls answered in 20 seconds or less

500

What are the 8 S4x behaviors and explained each.

Be Warm and FriendlyOwn ItShow AppreciationMake it EffortlessListen Actively and Respond AppropriatelyDiscover NeedsBe an Xfinity AmbassadorSet Clear Expectations 

 

500

When are customer not eligible for repayment ?

Their pervious plan ended due to missed payment and they haven't paid off the past due balance covered by pervious plan

Xfinity mobile account is already disconnected 

They haven't paid at least one regular billing statement from they start xfinity

Their next xfinity mobile bill statement is defferal for 30 days due to auto pay 

500

What is TL birth Year 

FUN STUFF!!!

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