Thinking EARN Inbound
Ways to engage with a customer
Friendly tone, engaged and confident
Pacing of speech was comfortable for the customer
What is required for greeting the customer effectively over the two-way?
Your name, company name and reason for the contact
Ways to pull up an account if it does not automatically populate
Home phone number
Address- Street number and zip code only
Customers first and last name
What is the documentation that is required when the alarm is a known actual?
AMA
Greeting the customer:
Effective vs Highly Effective
Effective: Immediately provide intro and inquire about the reason for the call.
Highly Effective: Statement of ownership specifies the customers issue or request
Ways to effectively provide resolutions
Resolutions are provided without customer prompting.
If hold time is used, it is less than 2 min before the agent checks back with the customer
Silent time is minimal
What is the inbound AHT goal?
166
What are some unacceptable questions to ask on the first two-way connection to the customer on a medical alarm?
Is the door unlocked?
Is there anyone there with you?
Turn the light on
Are you bleeding?
Asking for their name more than once
Ways to make a connection effectively..
Customer is thanked for their business
Using please and thank you
Communication is free of jargon and slang
Customers name is used
ADT employees and partners are referred to as "us" and "we"
Highly effective ways to greet the customer
"Good morning", "good afternoon" or "good evening"
Outbound: If calling after 9pm or before 7am, customer time, apologize for calling late/early
Name some active listening tips
Use closed ended questions to clarify
Listen carefully to the customer to clarify before replying
Paraphrase the customers reason for calling
What is done differently on accounts dispatched in Chicago?
Full clear, no follow up's are necessary.
Ways to make a connection for highly effective
Customers tenure is celebrated
The customer is asked how they are doing
What is the EDO AHT goal?
110
What should you do when a customer repeats themselves or mentions other issues?
Express empathy and then tactfully redirect the call to the issue we can help them with
What documentation is needed when you are dispatching on an OTG account
Location of the dispatch
Ways to nurture the relationship- Communicate Accurately
Necessary troubleshooting steps are taken, when needed.
During a warm transfer, customers issue is thoroughly explained to next agent
Account is accessed and documented accurately
How can you make a personal connection with the customer?
Ask them how their day is going, tell them you're glad they are home from the hospital etc.
Ways to wrap up the call?
"Now your all set" followed by "is there anything else I can help you with?"
Rephrase the issue and how you solved it or how it will be solved
How long should we spend talking to the customer over the two-way?
Less than 30 seconds