A
TRUE OR FALSE: New hires will undergo a 17-week program to develop the skills needed to assist Verizon Wireless customers effectively.
TRUE
Identifying customer needs and proactively offering relevant Verizon products, services and upgrade to enhance their experience and meet sales goals.
SELL
Total time a representative spends actively engaged on customer calls that includes both talk time and hold time, but excludes after-call work.
Phone Time hours
Physical act of perceiving sound waves with your ears. It's involuntary and happens automatically.
Hearing
This is the first step in active listening, where you focus on truly understanding the message. It's about grasping the context, the core issue and the customer's perspective.
Comprehension
During training phase, learners must achieve ____% attendance for both FST and PST.
95%
When SERVING customers, we handle a wide range of customer questions and resolving customer ________ to ensure customer ________.
- satisfaction
Representative Satisfaction
When active listening, we ________ and ________ the meaning of those sounds. It requires effort, attention and cognitive engagement.
interpret , understand
When you remember details, the customer has already shared, it makes the interaction feel more personal and efficient. You also focus on jotting down key details like names, account numbers and the core problem.
Retention
For the ______phase, 100% attendance is expected and is a key factor for endorsement to production.
Nesting
This is the rate wherein customers leave or stop using the products/services
In 3 day resolution, we measure a representative's success in ____________________ by tracking if the customer calls back within 3 days of initial contact.
resolving customer's issue
________ is like collecting raw data, while __________ is like processing that data into meaningful information.
Hearing
Listening
Briefly restating the customer's problem in your own words shows you were paying attention. It also makes the customer feel heard and understood.