S
"This call may be recorded for quality and training purposes"
What is Call Disclaimer
Avoid the caller having to repeat information unnecessarily
What is "Listen Actively and Respond"
True or False: In humor, it's appropriate to be unprofessional with the store or provider, since we are all Lowe's.
FALSE: Do NOT EVER become unprofessional or inappropriate, even in humor.
"Customer Called In (CCI) to find status of schedule date" - is an appropriate note to leave when documenting the call? Yes or No
No - Document name of the caller
True or False: When transferring a customer to the survey, it's okay to hang up when the survey picks up?
FALSE: Transfer to 100-4949, press option 1, then press complete
"Brand Lowe's, State your name, ask how can you help/assist and allow the customer to express their reasoning for calling"
What is Welcome Customer
True or False: when you clear your throat without using the mute button you should just continue on through the call as if nothing happened
FALSE: You should ALWAYS utilize the mute, and if it is missed you say excuse me
Avoid slang or jargon (IST, RISM, DISM, DMIS)
"What is Add Related Products"
True or False: It's appropriate to assist the caller without verifying who you are speaking with?
FALSE: You should always verify the caller once you retrieve customer profile in IMS
True or False: QA marks Offering VOC as a NA if the VOC survey is down
TRUE
True or False: You should only provide the outbound call disclaimer when you make an outbound call?
False - you should ALWAYS provide the outbound disclaimer when a customer has called your direct line, was placed on call by original caller, conferenced by a 3rd party or by a store location.
Educating the customer regarding their project and all steps involved
What is "Provides complete and accurate information"
False: Always attempt to call a customer back if call is disconnected
"Is there anything I can do for you today?"
What is "Review we met customers needs"
True or False: Its appropriate to Thank the caller OR Brand the call
FALSE: Thank the caller and brand the call.
"confirming the other party has time to speak"
What is Communicates the willingness to help on an outbound call
Communicate empathy and personalize verbiage and responses
"What is Listen actively and respond"
True or False: it's appropriate to advise a caller that you will place them on hold for a few moments while you look into an issue.
FALSE: Before placing customer on hold, set a clear expectation of the hold time - check back with them if expectations are failed
True or False: Its only necessary to recap a call on an inbound call from the queue
FALSE: Recap call on inbound call, direct calls, and outbound calls
True or False: Sometimes it's okay to cold transfer a call
FALSE: Always provide a warm transfer with a warm closing using examples such as "It was a pleasure, I am getting you over to..."
"If I can gather some additional information from you I will be happy to ensure I address this properly"
What is communicates willingness to help
True or False: Its NEVER appropriate to deviate(go against) process to take care of a customer
FALSE: Identify, by using better judgement when a situation warrants a different course of action to do what is in a customer's best interest, Going outside of Lowe's Process should be the exception.
FALSE: Use words such as "I, we, and us" to show unity in our brand.
True or False: This notation is appropriate for IMS- "Customer called in because they have not received a schedule date for their installation. I contacted the PROvider, left a voicemail, and then sent the PROvider an email. I advised the PROvider to provide the customer with their schedule date within one business day."
False - " Cust Jane called in re: job schedule date, called PROvider David, no answer, LVM and sent email to emailaddress@email.com. Adv. to provide cx schedule date within 1 BD"
What are the 2 most focused metrics of quarter 4?
BONUS: What are the goal numbers?
LTR & AST
LTR: 70%
ASAT: 90%