Opening
What 3 things MUST be included in your opening statement?
A greeting, your name & branding (Republic Services)
What 3 sections would this statement cover in the customer zeal section: "I understand you want to cancel due to service issues, and I am so sorry to hear that. As a valued customer since 2013, this is not the experience we want you to have. I am happy to assist you with these issues!"
Empathy, Ownership & Value/Loyalty
Whenever a customer inquires about a new service or additional service, what must we assume?
THE SALE :)
Any applicable fees or rate changes.
How many points is ACN?
4
What 2 things MUST be obtained to verify the account?
Callers' Full Name & Account Name
Is this a empathy statement: "I'm sorry about that. What is your account number? "
No-- needs to be specific and sincere with a PAUSE afterwards.
Where do we go to check the contacts on an existing account?
What must we ask before ending the call?
Will you get counted off if you forget to unpause the recording after taking a payment?
YES
How many verifiers do you need to verify the account?
3 (Caller Name, Account Name, & 1 other)
Using the phrases "Please" & "Thank you" as well as responding to the customer at every opportunity would gain you points in which section?
Professionalism
For ACN, if we see that the email address was updated/verified within the next 365, what do we do?
Move on-- no need to verify anything unless the customer insinuates there has been a change!
Branding (Republic Services)
What is the QA goal?
92%
What can the 3rd verifier be?
Account Number, Site Address, or Billing Address
"Thank you for choosing Republic Services" is a value/loyalty statement.
Nope.
When do we NOT need to verify ACN?
Closed account with no active/pending cases. :)
If we are transferring the call, do we still need to ask for additional assistance and brand?
YES!
How many evaluations do you get a month?
4
Will you receive points if you ask for their name, the account name, the site address, and the account number?
No-- that is over-verifying! Only needs to be done if there are multiple site addresses after the account number is given.
What type of statement is this: "As a Republic Services customer, you are afforded the opportunity to utilize our robust online self-service options."
Value Statement
If customer is cancelling what MUST we do every single time.
Attempt to retain!
If a customer has cancelled their service, what should we always advise of when it comes to payments?
Cancel out autopay!
8