Courteous
Which one of these behaviors belongs in the courteous attribute:
Demonstrated sincere interest
Be professional with your voice, language, and grammar
Provide a genuine statement of appreciation
Provide a genuine statement of appreciation
Name the minimum behaviors required for Concern
Express Empathy or remorse when appropriate
Demonstrate sincere interest
How many exceptional behaviors are in the helpfulness category, and what are they?
3
Turn a negative situation positive
When the customer seems confused attempt to simplify
Recap call or confirm resolution
What are the minimum behaviors for Knowledge?
Limit words like "um" "not sure"
Take ownership
One and done service
Give clear explanation
What makes an all 1 survey disputable?
All 5 call OR Customer Satisfaction + Minimum Behaviors met
In order to not sound transactional we must use BLANK
Voice Inflection
What is a phrase you can use to show sincere interest?
I'd be glad to assist
I'm happy to help
My pleasure
I'd love to
Give me an example of what a paraphrase sounds like
I understand your concern with receiving that overdraft fee, I'll be happy to see what options we have to waive that fee.
True or False
This is an example of taking ownership:
My system won't allow me to waive the fee for you
False
The specialist exhibited communicated with confidence, limiting words like "um" and took ownership of the customer's request, she also educated on self service.
The specialist had the opportunity to give a clear explanation.
What would you grade them for Knowledge?
1, 3 or 5
1
If the specialists missed 1 or more of the minimum behaviors, they automatically are graded a 1.
Tell us about your most recent personal or business connection you made with a customer
:-)
Give me an example of a word we can use that will strengthen our empathy statement and describe how our customer is feeling
Frustrating
Stressful
Exciting
concerning
True or false
We should set expectations before reading any scripting or disclosures
True
What is an example of Self Service
What are the 2 things we should acknowledge after the customer expresses their reason for the call
How is our customer feeling (Emotion)
What do they need help with (Task)