Building Rapport
How our tone should sounds?
Upbeat
Warmth, Welcoming
Pleasant
Soft
My Bill is too high ?
What should I reviewed ?
Which Question to ask ?
Any Past due amount? When the last time the bill was at $0 ?Any credit lost ?
I can definitely assist you and change your package for another one that meet your budget.
If disagree, warmth transfer to loyalty (less than 1 min on hold)
722 OSD,
What Should I do
Educate Customer
Option 1 Resend authorization
Option 2 Reset the Box
Option 3 Swap the access card
Customer want to proceed a payment, what should I used in priority?
Call Vu Credit card or electronic check?
Receive code by phone or email
Read Disclosure
Customer is Irate. What should I do before building Rapport ?
Acknowledge , Provide Empathy and Reassurance.
All through the call.
I want to cancel my services ?
What should I say, What should I propose?
Empathy: I'm sorry to hear that, May I know the reason why ?
Is there something i can do as changing your packages ?
If customer declined, warmth transfer to loyalty to proceed Services disconnection.
NFLST Channel test ?
channel# 9549
721 OSD
1. Bill is current no levl 1 or 2 disconnection , minimum serv
2. does the channel belongs to the package
3. HD component missing
4. Rsd auth, Reset the box
Customer in Collection, or declined Call vu ?
Which both Disclosure should I used ?
Since the agent processed the payment using STMS. There are 2 RCC’s that he needs to deliver.
What does that mean Actively Listening while asking Building business Rapport Questions ?
Aknowledge customer feedback (before jumping into the next step of the call flow)
Make the call conversational
Show interest about his business
Past due, or level 1, customer request an extension ?
What should I Do ?
Remind to the customer bill due date
Propose to set up Autopay to avoid any disconnection in the future ?
Ask for a payment or which time we can follow up ? check with TL/TM to remove Lvl1
Extend Cutoff 7 days (14days with TM approval)
Game doesn't play, black screen, Directv logo?
What should I say, What should i asked, What should I do, Which Resolution ?
I know how it's important to get your games on for your client (Bar), let me see what's going on to provide you with some feedback.
What do you see on screen any error code ?
No error code: Blackout verbiage.
771 OSD
Educate: Issue with Satellite Dish
how many TV, How many channel impacted?
Unscrew coax, unplug the power (30 sec), remove dust on the coax, screw back, plug back the power.
if step 2 at 0% or come back at 771Osd > Serv call
Bonuses : Where to find the information ?
Team > Happy hourZZZ > Bonuses
Which Questions we should Ask when it comes to build Buisness Rapport about Directv for business ?
How so far are you enjoying Directv for Business programming ?
Are you ready for the NFL season ? What is your favorite Teams ? (engage into asking if ready to enroll with NFL Package and Redzone package)
Customer Asking what should be is Monthly Bill ?
Where should I Go, What should I Do, What should I Say ?
1. Go To Stms F1 for pricing, Review F6 for any credit (or 360)
2. Calculate all charges - credit
3. Educate: Your monthly bill is due every month on the following date__ for $
721 OSD or 771 OSD on a Sport channel ?
Where to find the troubleshoot Step
Teams > Happy HourZZZ > Use of Tools
Teams > Midnight Train > Use of Tools
775 OSD
Educate: Problem with the swim adaptor
how many TV, How many channel impacted?
Full outage, do you know where is your Swim adaptor? if yes check the light and reset the tuner.
If not Unscrew coax, unplug the power (30 sec), remove dust on the coax, screw back, plug back the power.
if step 2 at 0% or come back at 775Osd > Serv call
How to follow up my open cases ? What to do ?
Use 360 notes : to know which case I should call back in priority and on which date.
Inform my teammates in the main chat, I'm doing some follow ups.
Go on available only 1 min to get into the case, dial the ph # and go back on queue. Before the end of the call use the icon on the right after call to reach the next open cases.
Great Job 500 pts
or
Come back stronger
Listening a random call to celebrate your building rapport and pitching NFL / Redzone
Do I close my case if: I send to customer an invoice and we still having a past due on the account ?
I provide an extension ?
I send an invoice and customer didn't receive it
Customer Still irate but the issue is resolved ?
NO, NO, NO
DO NOT CLOSE
FOLLOW UP !!!
Channel missing , 771 OSD on 1 channel
What are my options ?
Review Rio Caddies, Local channel ,
directv.com/forbusiness, Tv promise.com
link center > Local Channel Availability (Satellite)
link center > Channels and Packages Tool - Commercial
Troubleshoot failed, dealer on the account What should I do ?
If account authenticated, Share Dealer phone#
propose a warmth transfer, and reassure I will Follow Up
Recap and brand the call
Reach dealer > Assign case to dealer > Add case# in my 360 Notes Follow ups
10 days challenge,
Team Efforts: AHT at 600 by the end of August.
Surprise on me !!!