Misc Wow Knowledge
All About the Tone
Wow Verbiage
Wow Engagement
One Call Resolution
100
Repeat business, word of mouth referrals, positive work environment.
What are reasons that "Wow" customer service is important?
100
Name one thing you SHOULD do when speaking to a customer.
What is speak clearly and distinctly, OR use a conversational tone, OR use a cheerful voice and SMILE?
100
Customers are more likely to be agreeable to suggestions or solutions if you do this.
What is keep it simple?
100
Rather than be scripted, you should be...
What is Conversational?
100
What you should do before the end of a call.
What is end the call on a good note by quickly summarizing the outcome of the call for the customer and offer them an opportunity to ask additional questions or give feedback? Also, document the account where appropriate.
200
Used to express strong feeling (as pleasure or surprise) or to impress or excite someone very much.
What is the definition of "wow"?
200
This helps you keep your tone polite and helps achieve the WOW effect.
What is smiling?
200
"Please", "thank you", "may I put you on hold".
What are good manners?
200
It may not be your fault personally, but you should always show "blank" when a customer expresses a concern or issue.
What is Empathy?
200
An important element of active listening.
What is repeating back the key points that you understood the customer to say to insure you understand their needs and can offer them the appropriate solution?
300
Reliable, competent, sincere, efficient, professional.
What are elements of a "wow" experience?
300
JTV sales calls can be somewhat redundant at times, an agent must do this to provide a WOW experience each and every call.
What is be consistent?
300
Saying "yes" or "let me see what I can do to resolve your concern" instead of "no" or "there is nothing I am able to do about that".
What is an example of thinking "can do" and demonstrating a willingness to help?
300
Give three examples of engaging with your customer.
What is Expressing Interest, Listening, Showing Empathy, Using a Genuine Tone, Making a Connection, Being Conversational?
300
A customer calls in to place an order for a necklace they saw on the current show and during the conversation they mention a Morganite ring they purchased 3 days ago that they can't wait to receive. How should you handle this call?
Place the order for the necklace and then look up the status of the ring order and surprise them with an update on it's progress. (Discuss steps to track shipping info)
400
A customer calls and says that he is looking for a 2ct Cushion Cut Tanzanite stone. How do you handle this request?
Ask additional questions to clarify customer request (budget, square or rectangle, if 2ct not available would smaller or larger be suitable, etc) and search JTV.com for available stones matching his needs. (Cover in detail the best way to search JTV.com)
400
No fluctuation of pitch in a persons tone, sounding disinterested.
What is Monotone?
400
Slang or internal terminology.
What are words that should be avoided when delivering "Wow" customer service?
400
If you have to apologize, you must ensure you use a "blank blank" or it just doesn't have the same meaning to a customer.
What is Genuine Tone?
400
The best way to "be informed" and the first place you should go to find answers to many questions that a customer may ask when you are uncertain of the answer.
What is regularly review and refer to the JTVRef site? (Email is also a great resource for urgent updates)
500
A customer calls in and says that she is confused about her SP orders, how do you best assist the customer?
Ask questions to clarify what the customer would like to know and utilize your SP tab in Jupiter to find the appropriate information for her.
500
Role Play!! You answer your call and the customer states "good grief, I've been waiting on someone forever to answer the phone". Using your WOW words, how do you address the customer?
Example "I am so sorry you had to wait ma'am, we are quite busy, but I am going to make sure I take care of you as quickly and efficiently as possible!"
500
Mrs. Smith calls and conveys frustration because the item she had her heart set on sold out while she was on a lengthy hold waiting to place her order. How do you approach using your "wow" focused verbiage?
Mrs. Smith, I truly apologize for your wait and disappointment. I have a similar ring available in your size that we can order and have delivered to you promptly, or I would be happy to add the other ring to the waitlist for you today. Bonus- explain how the EOS works and offer as a solution for the next time there is a long hold time.
500
Tell us how you will get yourself into WOW mode?
Answers vary.
500
When you have a customer who is very upset, what are some basic steps to take to diffuse the call and take care of the customer.
What is actively listen and allow the customer to vent, display empathy, restate the issue and ask appropriate questions to gain full understanding of the concerns and how you might be able to address and finally offer a solution to resolve the issue?
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