Who am I?
"Thank you for calling Suburban Propane. My name is Nicole. How may I help you today?"
What is A1 - Provides name and sincerely offers to help?
A2 - Acknowledges with a genuine desire to serve -
What is: "I'd be happy to help you with that".
A2 - Acknowledges with a genuine desire to serve
What is: we want the customer to feel that we have that desire to serve them with a tone that communicates that.
Customer calls us and is angry.
What is AAA?
Acknowledge, Apologize and Aussure
A2 - "I would be happy to help you schedule a delivery today"!
What is Meets?
"I can definitely help you with that delivery today!"
What is A2 - Acknowledges with a genuine desire to serve?
A1 - Provides name and sincerely offers to help -
What is: "Thank you for calling Suburban, this is Jason, how may I help you today"?
A1 - Provides name and sincerely offers to help.
What is: Customer feels they are talking to a real person and with a sincere tone the customer will sense our sincere desire to help. Here we begin the process of establishing trust, credibility and rapport.
Customer calls and wants to leave their current supplier.
What is - Ask discovery questions as to why they want to leave.
What is - Who have you called or plan on calling?
E1 - "Would you like me to go ahead and send you some paperwork to look over"?
What is an Attempts to Meet?
Rep quotes pricing then asks: "How does that sound"?
What is C3 - Check Your Six
C6 - Warmly closes the call and brands Suburban Propane.
What is: "My name is Simone, if you ever need anything in the future, please don't hesitate to give me a call here at Suburban Propane".
Provides name, offers to be future point of contact and brands Suburban Propane.
C6 - Warmly closes the call and brands Suburban Propane
What is: Lets customer know who we are, that we are there to help them and Suburban is where they got an Exceptional Customer Experience from.
Customer informs you they just bought a new home.
What is - Offer a GEN. "Congratulations on your new home".
B3 - Customer calls very upset as we ran over their garden when making a delivery.
Rep states: "I'm sorry sir, I'll check with my manager to see how we can fix that".
What is Attempts to Meet?
Acknowledgement is missing.
"Thank you for calling Suburban. My name again is Sarah. Please call me if you need help in the future, I'm happy to help"
What is C6 - Warmly closes call and brand Suburban Propane?
A3 - Asks permission to ask questions using an other-centered roadmap -
What is: "To help you better, do you mind if I ask you some questions"?
"To better assist you, do you mind if I get more information from you"?
A3- Permission to ask questions using a customer centered roadmap
What is: customer's only do what is in their best interest so must communicate why it is in their best interest to allow us to ask questions. Customer is agreeing to a Discovery meeting. If we don't ask, customer can shut down.
Customer is finding it harder and harder to pay for their lump propane deliveries.
What is - Ask if they know about our budget plan.
C6 - "OK Mr. Jones, have a nice evening, bye".
What is Does Not Meet?
"May I ask you some questions throughout our conversation today to help you better?"
What is A3 - Asks Permission to ask questions using an Customer-Centered Roadmap?
B5 - Properly follows hold procedures.
What is: Asks the customer permission to be placed on hold, provide reason for the hold and upon returning to the line, thank the customer for holding.
C1 - Ask Discovery questions.
Creates opportunities to build relevant value in what we have to offer.
Uncovers any unique needs or preferences.
The customer's name is hard to pronounce/spell.
What is: Apologize and ask the customer how to pronounce/spell it?
A3 - Do you mind if I ask you a few questions to pull up your account"?
What is Attempts to Meet?
Why?