Understand The Situation
What are the 2 steps before Understand the Situation?
Welcome and Verify.
Educate and Offer comes after this step of the 611 Call Pattern?
Understand the situation.
Take Action comes before the ________ step of the 611 Call Pattern.
Bring them back.
What do you do if the customer asks a question on a new topic during Bring Them Back?
Go back to Understand the Situation and start the cycle again.
How may pieces of information should you verify if a customer has authenticated through the IVR?
One.
"Tell me more about that" is an example of a ______ -ended question.
Open.
Provide factually correct and complete explanations of all agreed options or solutions, including ________.
Pros and Cons.
During Take Action, confirm the next actions to be taken by the customer and the _______.
CSR.
Provide an example of a Value Added Statement you can provide to any customer.
Answers will vary.
During which step of the 611 Call Pattern do you initially obtain the reason for the call?
Welcome.
During Understand the Situation, you should ask relevant fact-finding questions to understand the ______ of the customer situation.
Root Cause.
What is an example of a "con" that should be discussed when a customer requests a payment extension?
Additional interest.
What would be the confirmed next actions to provide a customer asking for payment options on a new account?
Confirm how and when payment will be made.
Provide an example of a Value Added Statement that is personalized to a customer's situation/reason for calling.
Answers will vary.
The goal of the 611 Call Pattern is to provide customers with _______level service
Pride.
Provide an example of a closed ended question you may ask a customer reporting a total loss claim?
Answers will vary.
Handle objections calmly and without "_______".
Taking the Bait.
What timing expectations should be provided for paper title request?
SLA 2-3 Weeks
How satisfied would the customer be if the CSR did NOT ask for additional questions?
Very Dissatisfied.
"Ensured Customer understanding of conversation and remained in control by guiding the call" is an example of PRIDE level _______".
Soft Skills.
Use ______ language to ensure that the customer understands the conversation.
Customer-friendly.
The role of the CSR is to __________ the customer to make the decision.
Empower.
What are the PRIDE skills for the Take Action step?
-Confirm next actions.
-Set accurate timing expectations.
-Assure the customer the account has been noted.
During Bring them Back, the CSR should use a ________ statement to close the call and ________ the customer using the customer's preferred name.
-Transitional
-Thank
What does "6-1-1" stand for?
[6] Phases
[1] Customer deserving your full attention
[1] Call to understand and resolve the situation and any related issues.