Desktop
What are the 3 prosperity principals
Advocacy-I'll help you
Ownership - I've got you
Expertise - I have a solution for you.
What is level 1 used for?
How to questions, basic errors, product functionality questions and technical issues
What is the first step with the VCI process?
Determine if the cx’s issue is level 1 or leve 2 issue.
What is the most important skill you need to practice in customer conversations that will help you adapt to your customers?
Active Listening
How can you adapt to the customers communication preferences?
Pace of speaking
Business-specific terminology/language
As an Expert, you choose your words, voice, and tone to meet the needs of your customer.
Why do we verify our customer’s identity?
To help cut down on identity fraud
What is level 2 used for?
When you are changing info for the customer or providing information about the account such as changing account information, changing billing profile and changing payment information or transactions
For Level 2 verification, how many attempts should you give a customer to verify their information?
2
What is active listening?
-Involves paying attention to the customer's words and tone
-Requires questioning and reflection to clarify the customer's needs and concerns
-Is key when dealing with a frustrated customer; it helps you understand their emotions and how their concern impacts their business
-Is crucial in Needs Based Selling to uncover business needs that may be met by other products or offerings
How can you adapt to a customer’s emotional state if they are upset or expressing negative emotions about a product or service?
By showing empathy and understanding, you can help the customer feel heard and validated while still maintaining a positive tone.
How many levels of VCI are there?
Two, Always verify Level 1 after your greeting
What info can you use for level 1 verification?
First and Last Name, email, coid, realm id or CAN, ein or phone number
What should you do if they still can’t complete Level 2 verification?
Show them how to access help articles and answer level 1 questions, send a video tutorial and provide the case number for them to reference when they’re ready to call back.
How do you adapt to the customer’s technical expertise?
You explain things in a way that makes sense to them.
What is acknowledging customer emotion?
It's always helpful to acknowledge and validate a customer's emotions, especially in situations where they may be feeling frustrated or upset. One simple way to do this is to show that you understand how they're feeling. Validating lets the customer know they have the right to feel the way they do — without judgment, personal opinion, or comparison.
Do you have to do VCI on every call?
Absolutely
What info can you use for level 2 verification?
Level 1 plus 2 additional pieces of info such as coid, license number, CAN or Role (QB Time), business name, business address, QB Time only: company identifier or QB Time web address, phone number OR email address (if not verified for level 1)
If the customer cannot be verified, what kind of help can you provide them?
•Answer Level 1 questions
•Send the best help articles
•Send a video tutorial
•Provide the case number for them to reference when they’re ready to call back
What should you do if the customer's technical expertise is a beginner?
Adapt to provide more direct instructions and step-by-step guidance as customers learn and gain confidence.
For beginner customers, use words that are more detailed, giving them the complete steps or explanation.
What is validating customer emotion?
When interacting with customers who are expressing negative emotions, it's important to validate their feelings with empathy and understanding. Still, it's also important to assess whether it's appropriate to use such a technique.
When do we verify customer information?
After your greeting
What is the golden rule with verification?
Verify, NEVER SUPPLY!
What are the 3 key points to consider when adapting to a customer?
-technical proficiency and experience
-communication preferences
-emotional state
What should you do if the customers technical expertise is experienced?
Adapt to provide a more summarized approach of the steps to resolve the issue and adjust to provide more details as needed. This respects the customer's experience and knowledge.
For experienced customers, use words that are simple and give straightforward answers.
What is understanding your customer?
When our customers reach out to us with questions or issues, it's easy to get bogged down in the tactical details. But here's the thing: emotions are a large part of what makes a customer loyal! So, let's get personal for a second. Creating an emotional connection with your customer means getting to know them beyond their problem - what makes them tick, their motivations, and their life experiences. By doing this, you'll build a bond that leads to an authentic desire to help them out and create a delightful experience.