follow correct sup escalation process/ incorporate the RISE model
What is USE APPROPRIATE DE-ESCALATION TECHNIQUES?
100
Department with highest tiered scorecard at 3.91
Who is Laurie Hallas?
100
Area where winners of 2.5 and above drawing get to park.
What is CUSTOMER EXPERIENCE LANE?
100
Manager that just completed St. George Marathon with bionic back.
Who is Bryan Olsen?
200
Verify first and last name, phone and social. Must tell the customer "Thank you for verifying your phone and social through the automated system" if Earthworm verified.
What is GREETING
200
I AM COMCAST/ Used true statements
What is REPRESENT YOUR ORGANIZATION?
200
Department with the highest FCR 76.47%
Who is Steve Contratto?
200
The 4 metric qualifiers for 50% of the Customer Experience Score
What are FCR, audits, all green, and xfer rate?
200
The event planned October 26th-30th.
What is healthy week?
300
PIF today, Past due today FDP remaining, FDP PIF, FDP past due FDP remaining, PTP
What is the PAYMENT HIERARCHY?
300
Don't Interrupt/ Match Enthusiasm/ Appropriate tone of voice.
What is BE POLITE, PROFESSIONAL AND FRIENDLY?
300
Department with the highest all green percentage at 50%
Who is Seth Hammond?
300
The score ranges for U,NI,AE,HE, and E.
What are 0-1.49, 1.5-2.49, 2.5-3.49, 3.5-4.49, 4.5-5?
300
The leader that rocked Customer Service Week BBQ.
Who is Sara Richardson?
400
Ask for alternate contact information/ Follow wrong number procedure.
What is DISCOVERY?
400
Actively Listen/ Give options with features and benefits
What is RESOLVE THE CUSTOMER'S ISSUE?
400
Department with the lowest AHT at 287.49
Who is Marcus Buie?
400
The # of agents recognized for ELITE customer experience in 2015.
What is 2 from RESI, 1 from CB/Late STAGE (3 total)
400
Two supervisors that help with Red Cross consistently.
Who are Adrianne Bennett and Erika Pitts?
500
2 or more fails
What is the number of fails that cuts the customer experience score in half?
500
Paraphrase and Acknowledge
What is Empathize and Acknowledge?
500
What department has the highest Quality score at 1.76
Who is Shauntel Paskett?
500
Moving forward, the 2 new programs to recognize top performers on the COE.
What is Elite Performance and Elite Customer Experience?