Issue Understanding
Issue understanding is...
What is When you and your customer agree on the issue to ensure both parties are on the same page to reach the game goal.
This is where you research in salesforce to find your articles to support your customer.
What is Help Panel
The feedback you receive when the customer's case is closed
What is VOC or Survey
This part of call flow is used within the last two minutes of the call to ensure your customer understands the actions taken to resolve the resolution.
Lookback / Recap
"I logged in this morning to run my payroll and everything is gone! Ten years of business bookkeeping completely wiped out. My dashboard is totally blank! You guys need to fix this right now or I'm suing."
What is an empathetic statement with reassurance.
(must have a reassurance statement)
What is Screenshare / Intuit Meet / Glance / SmartLook
This is the slack channel name where you get undivided support from your remediation SME.
(if you get it exactly, double points)
What is #gbsg-haz-ol-remediation
When you have an outside source stopping you from resolving the issue, such as an accountant, but they're able to get in contact with them on Friday at 3PM.
What is a callback.
This method allows the customer to refer back to the conversation with articles pertaining the issue the customer called about.
what is Email
I am so sorry to trouble you today, but I’m having a little bit of trouble with my QuickBooks. I’m trying to write a check to my landlord for our monthly rent, but the green '+ New' button that I usually click to start a transaction is completely missing. I’ve looked all over my screen and I just can't find it. I'm sure I'm just doing something silly!
What is positive tone & clear, visual direction.
(must mention screenshare)
What is "is that correct?"
This gold-standard call center metric is achieved when an agent completely resolves a client's QBO issue during their very first interaction
What is FCR (First Contact Resolution)?
This is found within the email feature in salesforce; when clicking, it allows the customer to open the article directly.
What is hyperlink
Hey there! Sorry if it's loud, I'm trying to print out my customized profit and loss report for a big meeting tomorrow, but every time I click 'Print,' the layout completely shifts and cuts off half my columns. It's just—[A loud, sharp dog bark happens right next to the phone]—Oh my goodness, Buster, shush! I am so sorry about that! Anyway, yeah, the report layout is completely messed up on paper.
What is Reassurance & rapport
(must mention the dog.)
Perfect Example: "Oh, don't worry about it at all! What kind of dog is Buster? I love it. Honestly, he's just trying to help you run the numbers! Let's see if we can get this report looking right so you and Buster can get back to your day."
When the customer doesn't understand a process or the product you would call this...
What is Knowledge Gap
This is a forum on an agent level to find articles, posts, and relevant resources to find resources for your customer.
What is Elevate
Hi, I'm trying to pull down the June transactions for our Chase credit card line, but the feed is throwing a 'Script Error 324.' I've tried manual updates three times today and it just freezes. Can we look into this?
Context: Script Error 324 occurs when banks perform maintenance or change servers, which causes a temporary block on QuickBooks syncs.
When a client asks where to categorize an unusual business expense, a top-tier agent provides software navigation support but explicitly states this boundary phrase to avoid giving unauthorized financial advice.
what is Contact an Accountant
[Sniffling, voice breaking] Hi... I'm sorry, please give me just a second... I am trying to change the primary administrator email and bank routing info on our account. My husband, who ran our entire family business, passed away suddenly over the weekend... [sobbing] and I don't know what I'm doing, but I have bills to pay tomorrow or we lose our vendors. I can't even get into his old email to get the verification code...
What is acknowledgement
(must mention the loss)
Perfect Example:
I am so, so incredibly sorry for your loss. Please take all the time you need, there is absolutely no rush. I know you are under an immense amount of pressure right now, but I want you to know you are not alone in this. I am going to stay right here on the line with you, and we are going to figure out exactly how to get your business taken care of today. Breathe. We've got this."
Per SQS guidelines, issue understanding should be confirmed prior to...
What is Verification & Troubleshooting.
This resource quickly navigates all Slack resources to research a customer's issue
Slack Bot
This tool allows you to engage with your customer to buy a customer's trust to establish a level of confidence with your customer.
What is rapport
To fully understand the "why" behind the reason for the customer's issue to determine the next steps to a resolution.
What is root cause
"Oh, hi there! I hope you're having a wonderful day. My name is Sarah, and I’m the new administrative assistant for Dr. Aris over at Oakwood Dental. I know that the doctor is the primary on the account, but the doctor is in the middle of root canal surgery right now and totally forgot to update his billing card before he went into the clinic. He asked me to call in and just update the primary email on the account to my email, sarah.oakwooddental@gmail.com, so I can grab the invoice receipts for him. He said it should only take a second and he’d be so grateful!"
What is account security
(must mention talking to the primary)
Perfect example:
Hi Sarah, I'm doing great, thank you for asking! It sounds like you are keeping things running smoothly while the doctor is in surgery. I can certainly help get that information updated for you, but because the primary email controls the security of the entire business ledger, I do have to speak with Dr. Aris directly to verify the account before making that change.