Ethos
These three points make up bet365's Customer Service Ethos.
What is Resolve, Inform, Enhance?
These 5 words make up the acronym H.E.A.R.D
Hear, Empathy, Ask, Resolve, Deliver
When customer queries arise because they do not know how to carry out a certain action on their account or they are unable to locate information for themselves we can then
To understand and adhere to the HEARD technique as well as upholding the Customer Service Ethos.
What is Service
This is the remit allowed per contact for an advisor to resolve any issues faced by our customers
What is $50 cash or Bonus Bets
Answering the customer's questions or bringing their issues to a satisfactory conclusion to the best of your ability by using the resources available
What is Resolve?
The main tool we would look to use to profile a customers account prior to Resolving a customers query
What is Account Manager
When a customer requests loyalty over contact, we would then guide and educate them in this way
What is "In case you were unaware, bet365 offers a wide range of promotions to customers, which can be found by logging in and selecting Promos."
This KPI is the main focus of the KPA of Service
1.1 or Introduces themselves and bet365 in a positive manner
This part of the Heard technique can be applied to "soften" any potential bad news given to a customer leading to less contacts ending through complaints
What is Empathy
Building Rapport with a customer is a benchmark of this point of the Ethos.
What is Enhance
These three types questions are how we look to gain information from customers
Unprofitable customer not receptive of information, the information provided by guiding and educating to the terms and conditions would be this
What is within the terms and conditions(Help, bottom of the screen T&C) "17.1 We may close, limit, or suspend your Account at any time. "
This KPI Shows that an advisor can Resolve, Inform and Enhance on all contacts
1.14 or Provides a standard of service that reflects bet365's Customer Service Ethos
A customer has requested to speak to a manager, after you have raised this via the Supervisor internal line, they have infomed you they are unable to take the contact live. What would we offer to the customer to resolve their issue.
What is email / phone escalations
Personalizing your contact falls under this point of the Ethos.
What is Inform
This step of Heard is performed by putting yourself in the customer’s shoes
What is Empathy
A customer on contact asks why their withdrawal method( apple pay) is not an option to withdrawal, you would guide and educate the customer by doing this
What is explain AP is not a viable WD method (in the US) that would require an online banking to withdrawal to and by going to Help, Payment methods, Withdrawal you can see all available withdrawal methods that you can deposit from also
During your contact, customer confirms that they wish their bet to be voided out, during your profiling you find the game has concluded and as such the bet wouldn't be able to be voided, this is how we would look to resolve this contact with a high level of service.
What is informing the customer per the canned response on the KB "Unfortunately we will be unable to cancel your bet. As detailed in our betting rules - "It is the responsibility of the customer to ensure details of their bets are correct. Once bets have been placed they may not be cancelled by the customer". As well as EMPATHY
A customer contacts regarding their cash out not going through, checking their account you see no complaints in the account prior, this is the action you would take to resolve.
What is return stake as Cash Out Complaint
The Customer Service Ethos allows us to provide these main points of service to our customers.
What is Build trust, Attract new customers, Retain existing customers, Build our reputation.
These four verbal signs indicate we "Hear" the customer in all contacts
What is Remembering, Questioning, Paraphrasing, and Clarification
A customer contacts regarding Dak Prescott being injured during the 2nd quarter and not returning to play the rest of the game, they wish to have their bet voided, this is how we would educate the customer
What is informing them of Help, Sports Rules, football where it states "Touchdown Scorer/ Player/Team/Match Props/Performances - Bets are action if player takes part in at least one offensive, defensive or special teams play. "
A customer will see their interactions with bet365 as one 'piece' of service, These are the 6 factors of service applicable to bet365
What is Perception, Communication, Knowledge, Delivery, Understanding, and Resolution
You receive a live chat where the customer is querying about their Bonus Bets expiring within time they are in an area where bets cannot be placed, this is how we can resolve this favourably.
What is adding a one time GOGW of 1$ in Bonus Bets to "reset" the Bonus Bets expiry date