I Know My Call flow
What is the first thing you say when answering the phone
What is thank you for calling DTV
Customer wants to speak to a supervisor.
What is MI60
Most likely to have a question
What is Lesset
The customer is upset and says didn't the last rep tell you...
What is Cold Transfer
What metric lets us know if your customers are calling back
What is 14 day loyalty
What must you do as soon as you access an account
What is authenticate
Customer is in a pending disconnect stat and you still want to save them
What is VIP.
Most likely to use a gif
What is Donaven
I called to cancel my account 3 mon ago and got a big bill today
What is FTR
What is the most important thing on the BPS?
What is Your Overall Percentage
what does WIN stand for
What is Wants, interest, needs
If customers account is passed do...
What is collections
Most likely to NOT give a credit
What is Sandra
Customer is complaining he wants to cancel because his bill is too high and we don't have a promotion..
What it give them a credit
What does VOC stand for
What is Voice of customer
How do you assume the save?
What is
I/we can get that started for you today
I/we can add that right now
The customer is calling about there security system
What is Digital life.
Most likely to transfer to collection
What is Gabi
What emoji is Z most likely to use?
What is the emoji eating popcorn.
what does DP100 stand for
What is disconnect per 100
What does each E stand for in the "TriplE E Effect"
What is
Engage from start to finish with a purpose
Extend a now solution tied to what was discovered by engagement.
End the call with a 5 star bang
Customer is calling about setting up service in there RV
What is Winegard
Most likely to "@zulay I side chat you"
What is Lakisha
I did an upgrade at the store and i see something different of my account.
What is added a new line
What does BPS stand for?
What is Balanced Performance Scorecard