Which Core Values?
Staying on a call shows what?
Ownership
When is a good time to clock in for work as "Available"?
5 Minutes before shift starts.
What do you put under "Good Morning, Please use thread"?
SOS, Lunch, EOS
I never call back a customer when the call drops
Call back at least twice.
When a customer needs help migrating data from QBO to QBO account?
Advanced Support Channel
"Tell me about your business"?
Prosperity
What is the main source of truth as an Expert?
Refer to the WIKI!
Where do Concerns go?
Concerns tab from the Performance Bookmark
I never wait during a transfer call, instead I just put a customer's phone number
Always wait with customer and check-in every 3-5 minutes. OWNERSHIP Principle!
An advanced QBO customer account is needing assistance with getting their data from Excel imported over
Spreadsheet Sync dept
Ask scoping questions to learn about the customer and business
Expertise
What to use if a customer speaks another language?
Translator hotline
What metric makes Carmen/Leadership the most happy?
tNPS
Customer is rude on a call, and I want to hang up.
Always remain calm and control the call. Report to manager and note the account for future experts to be aware.
Customer is requesting a refund and wants to downgrade their plan
QB SAVES dept handles both requests
Helping the customer with their categories
Expertise
When is it required to leave a note after a call?
If you dialed/callback a customer
What happens when you get a low tNPS?
6-Step low tNPS coaching protocol
I never pivot when a customer does not provide a callback number
Always ask for email or company name instead
Customer calls in asking for payroll to get their employees time managed?
TIME dept
Providing a GSU to a new customer
OWNERSHIP, EXPERTISE & PROSPERITY
Where can I find the SevR tracker?
Support-assistedonboarding slack channel
Where can you find the DSU sign-up calendar?
aio-assistedonboarding-team-portillio slack channel at the top
I never request time off or add my goal for the month
Always log into WORKDAY to enter both
When a customer has been identified as fraud/risk, where do you trasfer to?
Dial 800-446-8848