Tools
What tool is used to search up informative articles?
What is Copilot
This Skill allows us to pay close attention tothe customer's needs and provide aresponse quickly and effectively
What is Active listening?
This form of empowerment allows us to recognize and manage our emotions
What is Emotional intelligence
or
What tools is used to search up historic information about a customer
What is chronicle
This value shows the customer that your very well educated when it comes to providing a resolution
What is Being acknowledgeable
This method is used to address the customerneeds and help move the conversation along
What is ARM method
“Why did my Internet rate go up? I’m already paying a lot.”
"This adjustment helps us continue to invest in improving network reliability and speed. In fact, as a courtesy, we are increasing your download speed so you get more value."
This tool is used to provide customers with a fact sheet that provides information about products and services?
What is Broadband Label
When a customer calls in frustrated aboutthere bill and are unable to use our serviceswhat skill or value would help calm thecustomer down?
What is Empathize?
This form of empowerment allows you to surround yourself with encouraging people
What is Seeking support
“Will my promotional rate change because of these increases?
"Your promotional pricing remains in place until it expires. After that, the standard rates apply. If you have a Dollars-Off promotion, it will continue but will reflect the updated rates."
This tool is used to correct multiple issuesinvolving the customer's account forspecifically mobile only?
What is SM Toolkit
This value allows you to closely connect with the customer on a much more personal level
What is personalize the interaction
This skill allows to set the standard for the customer of what they should expect of their interactions with us
What is setting the expectation
“I’m without Spectrum service and it’s really impacting my daily life.”
"Our team is working to resolve service outages as quickly as possible to restore your connection."
Daily Double: Wager your points!
This document allows customers to view important information that we send to them through email or over text message
What is EHH
This skill allows customer to understand what were explaining to the clearly and effectively
What is clear communication
Daily double: wager your points
As an agent your expected to utilize Agent OS tools to help resolve a situation when it comes to customer interactions what should you do beforehand to better assist them
Research thoroughly on the customer's account and issue before communicating solutions.
“My bill just increased for both Internet and TV. I can’t afford these increases.”
"The recent rate changes affected multiple services, but we want to make sure you’re getting the most value for your money."