Customer Service in Pop Culture
This holiday film has Kris Kringle working as a department store Santa who gives shockingly good service.
What is Miracle on 34th Street?
The software platform reps use to track every customer interaction and history.
What is a CRM (Customer Relationship Management system)?
This is the golden rule of service: treat every customer this way.
What is Aunt Joyce?
This is the standard target, in seconds, for average speed of answer at most call centers.
What is 20-30 seconds?
Spectrum does not provide additional support to Third Party equipment. This article provides the most common Third-Party contacts, excluding most standard channel providers (e.g. ABC, NBC, CBS...).
GEN6296 Contact Information for Third Party and Equipment Manufacturers
This British sitcom follows the disastrous staff of a hotel run by Basil Fawlty.
What is Fawlty Towers?
This metric measures the average time a rep spends on a single call.
What is AHT (Average Handle Time)?
This term describes going beyond what's expected to delight a customer.
What is OTM?
This is roughly how many people a dissatisfied customer tells, on average, about a bad experience.
What is 9-15 people?
This article outlines the process for submitting feedback on the Agent OS Decision Trees/Troubleshooting Trees (TST) as well as the process to work the feedback submitted. The process for submitting feedback on the Trees is managed outside of Agent OS via a JIRA ticket.
HOW7572 Submitting Troubleshooting/Decision Tree (TST) Feedback
This pop-culture slang term describes a difficult customer who demands a manager immediately.
What is a "Karen"?
This team listens to recorded calls to score reps on accuracy and tone.
What is Leadership?
This skill helps reps stay patient when a customer is venting.
What is emotional regulation (or patience)?
This is roughly the percentage of service leaders who say employee experience impacts customer experience directly.
What is roughly 90%?
The Residential Scope of Support gives representatives direction on when to keep a call and when to transfer it to another department. Refer to HOW5035 Transfer Matrix for details on using the Transfer Matrix. The Transfer Matrix provides full hours of operation for all queues and the dropdown categories by region
GEN9152 Scope of Support for Technical Support (Residential and Mobile)
This mockumentary-style show follows employees at a Scranton paper company handling customer accounts.
What is The Office (U.S.)?
The general term for measurable targets like AHT, SAM, and FCR.
What are KPIs (Key Performance Indicators)?
This practice means following up after a resolution to confirm satisfaction.
What is a follow-up (or closing the loop)?
This is the industry benchmark for a 'good' SAM score, generally anything above this percentage.
What is 80%?
This article has the steps to create, view, reschedule, cancel Special Request Orders (SROs) and SRO code details.
HOW7502 Understanding and Handling Special Request Orders (SROs)
In this holiday film, Will Ferrell's Buddy gives mall customers overly enthusiastic, chaotic service.
What is Elf?
This skill means truly understanding a customer's frustration before offering a fix.
What is empathy?
This concept means treating internal coworkers with the same care as external customers.
What is internal customer service?
This is roughly how many seconds it takes to form a first impression with a customer.
What is 7 seconds?
Replicating customer's streaming issues are done here.
Masquerade/Ace