The Basics
What should be included in your greeting to the customer?
Department/ client
Your name
Customer name
What part of ACSS you can see the name of the account owner?
Overview Tab
What is AER?
Acknowledge
Empathize
Reassure
Full Name of our cluster's Operations Manager
Miyuki Eve Narboneta
What does IVR mean?
INTERACTIVE VOICE RESPONSE
When dealing with an anger customer what should the agent do immediately?
Listen and Clarify until the customer knows the agent is listening
Propose a solution that will make the customer happy
Explain the issue to your manager and try to avoid making similar mistakes in the future
s the ability to understand and share the feelings of another
Empathy
is the feeling of pity or sorrow for someone else
sympathy
What is the ideal LW percentage?
+-1%
what is PTP?
Promise to Pay
When a Customer calls in irate, and demands to speak to a manager immediately. What would be the the best option.
See what the original issue was with the customer to avoid escalation
to provide great customer experience, we should treat our customers as ________
VIP
in our new metrics, enumerate the leading indicators
handoffs
CTI utilization
What is follow-up
An important step often overlooked in dealing with customers.
is the sticker adhered to a box or mailer that includes an address, shipping barcode, and other information that a shipping carrier uses to identify the destination and track the package so it gets returned to the seller or appropriate warehouse
return label
What do you mean by CPNI?
Customer proprietary network information
What is the "Desired State" for Customer Experience?
Marriage
A customer becomes abusive during the course of the call. You warn the customer politely that such behavior will not be tolerated. He continues his abuse. You may now terminate the call.
Yes
who is our Associate/assistant Director?
Karel Herrera
enumerate our client's KPI
Rep Sat
One Resolution
NVPH
CSR should always be trained to be......
helpful, courteous, and knowledgeable
What is customer experience?
The sum of all of a consumer's interactions with a brand
What is customer service?
The act of helping a customer in any given transaction
What are the 3 solutions group?
Innovation
Billing
New devices
Enumerate AFNI's KPI
UA
LW
AHT
MSH
Unavail