Section 1
The brand name you mention in the greeting
What is the City of Richmond the Department of Public Utilities
What 4 things do we use to verify the authorized user
What is AUTHORIZED USER
1. First and Last Name on the Account
2. Authorized User’s (caller) Name
3. Last 4 of social security number of Authorized User
4. The address they are calling about
If the customer just gave new information, what should we do?
what is updating customer information is CIS
Questions asked to obtain all needed information
what is Probing Questions
What is "My name is xxxxx, what can I help you with today” & “My name is xxxxx, how may I help you today”
For Non-Acct Holder, what information is required
1. First and Last Name on the Account 2. The address they are calling about 3. Is the Account Holder available? If AH is not available – get first and last name of caller Phone number of caller Reason they are calling (i.e., death, nursing home, etc.) DO NOT DISCLOSE INFORMATION
what 2 phrases are used for confirming the mailing address
what is “What will the mailing address be?” or “What is the mailing address”
Utilizing systems and resources
what is used to tools efficiently and effectively
What is the weight for Greeting?
10%
what is required to verify a commercial acct
1. Name
2. Number
3. Address/Account Number
4. Company Name
5. Title With Company
6. Federal Tax ID
If a customer provides a new email address, what should the agent do?
What is reconfirm the new information, including spelling and update it
Confirming all customers needs were met This may be asked more then once
what is *And is there anything else I can assist you with today?*
More than 15 secs
what is dead air
Checking 4 things on every call
Screen 1, 2, 12, 14
Asking customer to hold for 2 to 3 mins
Hold time
Used effective, active listening skills to prevent unnecessary repetition
What is ownership
"Let’s see if I can give you one less thing to worry about”
"I understand"
What is empathy
entered and/or updated all relevant information
What is leaving a note in the system