A
What should a greeting include?
Could you please share the greeting you normally use?
Greeting should include name of business “Republic Services”, name of CRR, and a pleasant bridge for the call to begin.
What are the requirements for collecting and verifying customer information?
CRR should verify, by asking the caller, the caller's full name, account name, and one other identifier from the list below.
1. Site Address (numbers and street only)
2. Account Number
3. Billing Address
What is effective listening and what does it consist of?
CRR listens intently to the customer without interruption, asks probing questions, and handles the call/request without asking questions that have already been answered. while maintaining proper call/chat control.
* Confirmation of information is acceptable.
When should ownership be provided?
*Provide an example of an ownership statement you use during calls.
Following a customer's request/concern/need, statements should be made to let the customer know the CRR can assist.
When is it appropriate to offer empathy?
CRR must convey an empathetic response, in a timely manner, when a caller states a problem, inconvenience, negative, or sad situation as well as a positive situation. Utilize an empathetic tone, matching the situation.
*CRR must attempt to retain customers who are seeking to cancel services.
What should be utilized throughout the interaction?
Professionalism and a positive tone
How long after you put your customer on hold should you check in?
2 minutes
CRR must refrain from having "dead air" longer than how many minutes?
*Trick question
We are not evaluated on "dead air," but it is considered good practice to inform the customer when there may be a period of silence.
What should an appropriate closing statement include?
*Please provide an example of a closing statement you typically use when concluding your call.
This should include thank you and branded "Republic Services" no matter what the reason was for the call. It also lets the customer know we appreciate their business.
Agent must verify that the ACN has been updated within the last XXXX days.
365 days / Rolling year
What are the key components of professionalism?
Please give an example.
CRR must be polite, and courteous and use a positive tone throughout the interaction. Acknowledge the customer with a sincere response at every opportunity.
What is a value statement, and when should it be implemented into your call?
At a time that is relevant to the caller's situation (new sales, service issue, cancel, service request).
CRR should strategically place statements to help de-escalate, sell/retain, and promote the company.
What is a loyalty statement and when should it be provided?
It's acknowledging the customer's business/loyalty
It should be provided at an appropriate/effective time in the conversation to match the customer's situation.
What is required when confirming ACN?
Full name, phone number, email address and preferences
Our closing statement should consist of what when transferring to a different dept. ?
Please provide an example of your closing statement when transferring to a different dept.
Summarizing and setting correct expectations
Offering additional assistance
Branding
A customer calls in to report a MPU, what kind of Value can you provide?
Online Portal/ App
Track My Truck
*Service request can he handled online or through the app to avoid having to call in to schedule in a MPU.
An existing customer contacts us to request service cancellation but does not initially provide their new address. How might you offer value in this situation?
Republic Services services 45 different states across the nation, I would love to see if we service your new location.
If a customer has an online account set up, can you still use the online portal as a value statement?
Yes, as long as we are informing the customer about their available online options that are relevant to their call.
What is ACN an abbreviation for?
Automated Customer Notification
How should a CRR handle a situation where a customer is threatening to cancel their service
CRR must attempt to retain customers who are seeking to cancel services. CRR must make an earnest/genuine attempt to make sale/save (using appropriate rates and resources).