Call Details
What is the Role of the Customer
Father Of the Bride
when opening a call, our agents should include...
their name & TBT branding
This action shows the customer you were listening and understand their concern
Acknowledgment with repetition of their concern/issue
You should aim to resolve the customer’s issue on this contact..
FCR
You must verify this before discussing a customer’s account or event
2 pieces of info : Order #, Full Name, Email
What is the customer's First Name
Chuck
When a third party contacts you, this should be verified
relationship to the customer
Adjusting this and communication style to match this creates positive rapport
tone & energy
These are essential for documenting any interaction, especially for follow-ups or promised actions..
complete notes & order/event hyperlinks
Offering incentives for a 5-star review is an example of...
survey manipulation
What size change did he want on this conversation
To go from a 38/30C > 36/30C
what customer detail should be used appropriately throughout the call to personalize the interaction
the customers name
Congratulating a customer on their wedding or weight loss is an example of...
personalized details
Before handling a customer issue, this should be reviewed for context
relevant ticket history or order details
Marking a task as solved without addressing the issue falls under...
Interaction avoidance
Went from a 48R > 46R-1
what should be sent after an appointment change or sizing update, even if the customer doesn’t ask
follow up email
Showing genuine interest through warm, patient communication is an example of...
empathy
Using the “Tasks” tool allows you to do this..
Follow ups/Reminders
It’s against policy to share this kind of internal system image with customers
internal screenshots, knowledge, or resources
When is the customers Event
10/25
These are the 3 steps to correctly close an unresponsive customer's issue
Day 1 initial response, Day 2 follow-up, Day 3 unresponsive macro & closure
This behavior builds trust and confidence by acknowledging concerns and reassuring the customer
active listening
Giving a refund outside of standard policy requires..
$250 threshold or SA/TL approval
Transferring calls to dodge difficult situations is considered...
unnecessary transfers