Empathy
Please provide an appropriate empathy statement for the following scenario:
Customer calls in to cancel service due to frequent outages.
I can imagine how frustrating that would be
I can understand why that would make you feel that way
I'm committed to finding a solution that works for you
Please provide an assurance of help statement for the following scenario:
Customer calls in to cancel service due to frequent outages.
Rest assured we will make this right for you.
Rest assured I will get you to the right person to resolve this issue for you.
I assure you we will do our best to make sure this is resolved.
Please provide an open ended question for the following scenario:
Customer calls in to cancel service due to frequent outages.
What time of day do the outages occur?
How long has this issue been ongoing?
Have you reset your router?
What do you like best about our product when there is no outage?
If you were to disconnect what are the things you will miss most about our service?
Please provide a personalized offer for the following scenario:
Customer calls in to cancel service due to frequent outages. Customer has already spoken to tech support and is still frustrated and wanting to disconnect.
Mr/Mrs Customer, I have a special deal for you, I would like to offer you Whole Home Wi-Fi for just $10 a month/$.33 a day to extend our already great internet to locations you may be having disconnects or slowness in your home and porch/patio/deck.
Mr/Mrs Customer, I have a special deal for you since you have mentioned concerns about security, I would like to make you aware of our $10 mo. / $.33 day and Wi-Fi Security for $5 mo. / $.16 day to give you and your family (insert benefits of Wi-Fi Security Plus and Wi-Fi Security).
Mr/Mrs Customer, because you mentioned working from home I would like to make you aware of our Unbreakable Wi-Fi $25 / $.83. This product will automatically connect you to 4GLTE service in the event of a Fiber outage.
Selling the Value for the following scenario:
Customer calls in to cancel service due to frequent outages. Customer has already spoken to tech support and is still frustrated and wanting to disconnect.
Frontier's fiber internet is symmetrical; the upload speed matches that of the download speed. It is unlikely a competitor is going to be able to offer services that will beat our fiber internet.
Frontier's Fiber internet offers our customers 99.9% reliability. In addition to the reliable service, you will also have service to your home that is not shared with other customers like happens with copper internet services. This makes Frontier a better value for your money.
Please provide an appropriate empathy statement for the following scenario:
Customer calls in due to an increase on their bill.
"I'm sorry you've had to deal with this."
"That’s frustrating, but I'm glad you reached out to us about this issue."
“I’m sorry you’ve had to take the time to call about this, but let me assure you we will resolve this issue.”
Please provide an assurance of help statement for the following scenario:
My bill has increased by $10
Rest assured I will look into this issue and do everything I can to make it right.
I assure you this isn't a common occurrence.
I'll be happy to look into this to make it right for you.
Please provide an open ended question for the following scenario:
Customer called in due to a bill increase
What is a comfortable range for your budget?
What would an ideal resolution be from your perspective?
Tell me how well your current service is meeting your needs.
Please provide a personalized offer for the following scenario:
Customer called in due to a bill increase, resolved issue and during conversation customer mentions internet not working in garage and kids under 18 in the home.
Mr/Mrs Customer, after our discussion concerning your inability to connect to your Wi-Fi in your garage, I would like to make you aware of our Whole Home Wi-Fi service. For just $10 mo. / $.33 day this will provide you up to two extenders to add to your home in order to have better connectivity. Let me get that order started for you.
Mr/Mrs Customer, since you mentioned having children in the home under 18, I would like to offer you Total Shield - $10 mo. / $.33 day. This product will provide you with Anti-virus for up to 10 devices, including mobile devices, VPN to protect your online activity from outsiders, parental controls to help manage where, when, and how long your kids are online, and password manager, to give you one, secure password to login to your accounts.
Selling the Value for the following scenario:
Customer called in due to a bill increase, resolved issue and during conversation customer mentions internet not working in garage and kids under 18 in the home.
Thank you, Mr/Mrs Customer, I want to make you aware of some products that will make your internet services even more valuable to you and your family. First, let me tell you about our Whole Home Wi-Fi Plus - $30 mo. / $1 day and Whole Home Wi-Fi- $10 mo. / $.33 day. Either of these products will help with your internet connection in your garage. (Explain benefits of both services to the customer)
Next, I would like to offer you Total Shield - $10 mo. / $.33 day since you mentioned you have children in your home. Parental controls will help you manage the content your children are accessing while online (Explain additional benefits).
Please provide an appropriate empathy statement for the following scenario:
Customer was promised $59.99 for 1 Gig service but the first bill is showing $79.99 and customer is frustrated
"Your feelings about this are completely valid."
"I want you to know we take your concerns seriously."
"I'm here to support you through this process."
Please provide an appropriate an assurance statement for the following scenario:
Customer was promised $59.99 for 1 Gig service but the first bill is showing $79.99 and customer is frustrated
"Let me take care of that for you right away."
"You’re in good hands, I’ll make sure we get this resolved."
"Let’s work together to get this sorted out quickly."
Please provide an appropriate open ended question for the following scenario:
Customer was promised $59.99 for 1 Gig service but the first bill is showing $79.99 and customer is frustrated
While I have resolved the billing issue, tell me what you like best about this service?
Once I have resolved the billing issue, please tell me any other issues you may be having?
While I resolve this billing issue, please tell me how you and your family use the service in your home?
Please provide a personalized offer for the following scenario:
Customer was promised $59.99 for 1 Gig service but the first bill is showing $79.99 and customer is frustrated. While adjusting the bill for the customer it is discovered this customer is concerned about identity theft.
Mr/Mrs Customer, please allow me to tell you about our Identity Protection. Included in this product is monitoring of SSN, phone number, email address, debit/credit card numbers to help keep your sensitive data from becoming public. Up to 1 million dollars in identity theft insurance, all for just $10 mo/$.33 day.
Additionally, you can add one additional adult and up to ten children for $5 more per month. Let me get this product added now to ease your peace of mind.
Selling the Value for the following scenario:
Customer was promised $59.99 for 1 Gig service but the first bill is showing $79.99, and customer is frustrated. Customer has ongoing tech issues and has not gotten a resolution after multiple contacts.
While I have you on the phone, please allow me to suggest our Whole Home Wi-Fi- $10 mo. / $.33 day. Whole Home Wi-Fi will extend your wireless connection to other areas of your home that may be experiencing slow, intermittent, or even no service in many situations. I would like to rule out the technical issues you seem to be having by adding this product to your services. Currently, I can offer you one free month of this service so you can try it on us to make sure it resolves your technical issues. Let me get that order started for you!
Please provide an appropriate empathy statement for the following scenario:
Customer has ongoing tech issues and has not gotten a resolution after multiple contacts.
"I know how frustrating this situation must be for you."
"I know this has been a challenging experience for you."
"I want you to know we take your concerns seriously."
Please provide an appropriate assurance statement for the following scenario:
Customer has ongoing tech issues and has not gotten a resolution after multiple contacts.
"I’m confident we’ll get this resolved for you today."
"We’ve handled similar situations before, and I’m confident we can solve this for you."
"Thank you for your patience, I’m doing everything I can to get this resolved."
Please provide an appropriate open ended question for the following scenario:
Customer has ongoing tech issues and has not gotten a resolution after multiple contacts.
What is the time range these tech issues are occurring?
How many people are using the internet at the time of the issues?
What are the issues you are experiencing?
Please provide a personalized offer for the following scenario:
Customer has ongoing tech issues and has not gotten a resolution after multiple contacts. After asking probing questions it was determined this customer's issues were limited to one room in the home.
Mr/Mrs Customer, We will be able to resolve the issues you're facing with your Wi-FI disconnecting in your basement with Whole Home Wi-Fi- $10 mo. / $.33 day. (Explain the product)
Selling the Value for the following scenario:
Customer has ongoing tech issues and has not gotten a resolution after multiple contacts.
Whole Home Wi-Fi- $10 mo. / $.33 day is a valuable product that will allow you to have up two additional extenders to help with dead spots, drop offs, and buffering.
Please provide an appropriate empathy statement for the following scenario:
Customer calls in to disconnect due to the death of a family member.
"I'm sorry for your loss"
"I can't imagine how difficult this must be"
"My deepest sympathies to you and your family"
Please provide an appropriate assurance statement for the following scenario:
Customer calls in to disconnect due to the death of a family member.
"I’ll make sure to keep you updated every step of the way."
"I understand how difficult this must be for you, please allow me to take care of this."
"You’re in good hands, I’ll make sure we get this taken care of for you."
Please provide an appropriate open ended question for the following scenario:
Customer calls in to disconnect due to the death of a family member.
Other than save attempts and anything related to the service if they decide to keep it, open ended questions may not be appropriate.
Please provide a personalized offer for the following scenario:
Customer called in to disconnect due to the death of a family member. It was determined the caller was the spouse of the deceased and they decided to keep the account. They are calling back in now because they are concerned about security...
Mr/Mrs Customer, after hearing your concerns about your online security, I would like to make you aware of our Wi-Fi Security - $5 mo. / $.16 day. This product will provide you
Selling the Value for the following scenario:
Customer called in to disconnect due to the death of a family member. It was determined the caller was the spouse of the deceased and they decided to keep the account. They are calling back in now because they are concerned about security...
Mr/Mrs Customer, while you're going through this time, we would like to make you aware of our Wi-Fi Security - $5 mo. / $.16 day and Total Shield - $10 mo. / $.33 day. These products will offer you advanced security, parental controls, VPN, and password manager (personalize this based on the information you learned about the customer from discovery questions)