FIRST Approach
What is the acronym used to represent the elements of chat best practices, and what does each letter stand for?
1. Make First Impressionirst Impression 2. Be Interested. 3. Build Rapport. 4. Positive Scripting 5. Timely Conclusion.
The training categorizes customer emotions into these three main types.
Negative Emotions, Positive Emotions, and Neutral Emotions
Smart chat feature that automates the 4-1-1 process that requires you to repetitively send a follow-up when customers become unresponsive.
Auto-Ender
What are the four key steps involved in "Making the First Impression" during a chat interaction?
Read the CUF, Customer request, Paraphrase, and Action.
When responding to negative customer emotions, the AER framework stands for?
Acknowledge, Empathy, and Reassure
When the customer becomes unresponsive in the middle of troubleshooting or probing the agent should set the case as____?
Set as away
What are the three actions agents should take to "Be Interested" and "Ask to Understand" the customer's issue?
1. Review before asking 2. Get the customer to open up 3. Respond with zest
When responding to neutral customer emotions, the APE framework stands for?
Acknowledge, Provide Information, and Engage
If the case has been set away the case should be tagged as?
Finished
What are the four specific ways agents can "Build Rapport" with customers by "Acknowledging what's between the line"?
1. Call them by name 2. Celebrate wins 3. Acknowledge challenges 4. Appreciate feedback
If a customer feels annoyed due to repeated problems or lack of resolution, they are likely experiencing this negative emotion.
Frustrated
If the resolution has been acknowledged and the customer becomes unresponsive, the agent should initiate an auto-ender (2-1-1) and set the case as?
Sol-off or solution offered
Describe the three core components of "Positive Scripting" when interacting with customers.
Positive Scripting" involves being Be up-front, Offer alternative solutions, and helping the conversation Move forward
The positive emotion describing being content with the service or solution provided.
Satisfied
If there is at least one interaction between the customer and the agent but the customer went unresponsive then the agent should set the case as "____" and if the customer will not come back/resume the chat after 24 hours set the case as "_____"?
Away, finished