Interaction Model
What are the 4 steps of the Interaction Model?
1. Connect.
2. Explore.
3. Inform.
4. Commit.
Can you guess what state this abbreviation is from? TX
Texas.
What are the 6 components in US Addresses?
1. Recipient name.
2. House number.
3. Street number.
4. City.
5. State abbreviation.
6. ZIP Code.
What are the three groups of regulations we learned?
Consumer Protection Laws.
Data Privacy Regulations.
Fair Labor Laws.
What are 3 of the 6 stages of the Call Flow?
1. Call Opening.
2. Active Listening.
3. Empathize.
4. Asking Questions.
5. Objection Handling.
6. Call Closing.
What is Connect in the Interaction Model?
To be present in the call, show empathy towards the customer and show understanding of their issue. It's to get to connect with the customer.
Can you guess what state this abbreviation is from? NM
New Mexico.
Can you identify what is wrong in this address?
Mr. Smith, Apt 5, 678 Elm St., San Diego CA
The name and the ZIP Code.
Mr. John Smith, Apt 5, 678 Elm St., San Diego CA 92101
What are the Consumer Protection Laws?
Laws that safeguard consumers from unfair business practices, fraud and deception.
Can you give us an example of Connect?
Answer may vary.
What is Explore in the Interaction Model?
It's when you start exploring the situation the customer is experiencing, asking the right questions and listening to them carefully. Making sure you are both in the same page.
Which Time Zone does WV (West Virginia) have?
Eastern Standard Time (EST)
What does DR stand for?
Drive.
Give us one example of Consumer Protection Law's regulations.
Federal Trade Commission: Ensures that companies do not engage in unfair or deceptive practices.
Why is important to ask questions during a call?
To identify the root cause of an issue.
What is Inform in the Interaction Model?
You are with the customer to structure a good action plan and explain it to them clearly. Make sure the customer understands the plan and how their issue will be resolved.
Can you guess what state this abbreviation is from? MO
Missouri.
Can you guess what is wrong with this address?
ABC Company, 1234 Oak BLVD, Suite 101, Los Angeles, 90001.
The state is missing.
ABC Company, 1234 Oak BLVD, Suite 101, Los Angeles, CA 90001.
Based on Data Privacy Regulations, what are customer's rights over their data?
Access to their personal data held by a company.
Delete or request deletion of their data.
Restrict how their data is used or shared with third parties.
What is a good Objection Handling practice?
Offer solutions.
Empathize with the customer.
Listen actively.
What is Commit in the Interaction Model?
It's to commit to take action against the issue after agreeing to a plan with the customer. Recap what was done and always show appreciation for customer's time.
Can you guess what state this abbreviation is from? MS
And which Time Zone does it have?
Mississippi.
Central Standard Time (CST)
What does PKWY stand for?
Parkway.
What is one of the things stated in the Fair Labor Laws?
Sets a minimum wage standard.
Requires employers to pay overtime.
Ensures
Can you give us an example of each step in the Interaction Model? Connect, Explore, Inform and Commit.
Answer may vary.