The Waltz Philosophy
Danny Meyer's theory of _____________ is a philosophy that emphasizes employees over customers, the community and suppliers and even investors, and draws a clear distinction between service and hospitality
Enlightened hospitality
What are the two paths of entrance for a Waltz call?
Zoom in and call in
What should you do if you ever get disconnected from the member or can't hear them via Zoom?
Simply stay calm and give the member a call.
The general rule of thumb is that 1 resolved ticket = ____ practice video(s)
1
Name 1 of the 10 data dropdowns in a ticket (does not include assignee/requester)
Tags
Type
Interaction Reason
Priority
Hardware category
Hardware version
Issue category
Session date
Session location
Call type
If a member has a bad experience with our service, we should try to rectify that experience by writing a ________________.
Great last chapter.
What does the available status mean in Zendesk?
That you're ready to take an incoming member call.
How does the experience of somebody joining Zoom on their phone differ when it's their first time vs. having done it before.
They have to download the app.
You help a member solve 1 problem. The problem is how to use dictation on their iPhone. The member doesn’t want to practice or have a video. How many practice sessions are there? How many videos are there?
0
The ticket ____________ is a 2-4 line description of what was discussed on the call
Summary
Name 2 out of 4 of Waltz's critical interpersonal skills.
Empathy, Communication, Active Listening, and Probing
If I, John, have a call with the member, Jane, then I would be the assignee and Jane would be the ___________.
Requester
How do you know when to end the phone call and continue via a Zoom call when transferring somebody over from phone to Zoom?
When you can see and hear them on Zoom, you can end the phone call.
Keep an eye on their microphone icon
Some echo can actually be a good sign – it means that there microphone is on!
Show us how to schedule a follow-up session through the website.
Live demo.
On a call, you completely resolved somebody’s first problem. You weren’t able to solve their second problem and need to go away and do more research. How many tickets do you create and what are their statuses?
Two tickets
- Ticket 1: Issue resolved for you
- Ticket 2: We're working on a solution for you (paused)
What does it mean to connect the dots?
To gather pieces of information about your customers in order to provide them the best possible experience
What do you need to remember to do before joining a scheduled zoom session?
Ensure that your status is set to "away."
Walk us through all of the steps of enabling the live transcript.
Log into Zoom.com
Go to Settings
Search captions
Turn on “Save Captions - Allow participants to save fully closed captions or transcripts”
Turn on “Full transcript - Allow viewing of full transcript in the in-meeting side panel”
Go through the decision-making matrix for what comes after troubleshooting depending on whether the problem was solved or not and whether they have additional questions that they'd like review.
If the problem was not solved: SCHEDULE A FOLLOW-UP
If the problem was solved
Do they have another question?
Yes:
Is there enough time for another question?
Yes: CONDUCT RECAP/PRACTICE + GO INTO SECOND ROUND OF TROUBLESHOOTING
No: CONDUCT RECAP/PRACTICE + SCHEDULE FOLLOW-UP FOR NEW PROBLEM
No: CONDUCT RECAP/PRACTICE + TELL THEM TO SCHEDULE IN ANOTHER SESSION WHENEVER THEY’D LIKE
What are the steps for using the solution step generator?
Transcribe each interaction in real-time
After the call, download the transcript
Drag the transcript from your finder into the gradio application (https://solstepgen-test.waltzteam.io/)
Run the model
Use the output to create tickets
What are Waltz's 4Ps?
Personal, Passion, Patience, Politeness
Explain how the experience would be different from the tech helpers' perspective if a new member were to call in as opposed to an existing member. What additional steps would the tech helper have to take?
They would have to go into the customer context page, and add the person's name, email address, and phone number, before proceeding to the zoom link sending piece.
What are all the considerations that you must take into account when determining whether to transfer somebody over to their problem device?
Member’s experience using Zoom on the problem device
Have you made the transition with the member before
Complexity of the issue
Have we already tried walking them through it
Walk us through the steps of getting somebody to screenshare for the first time on their Android.
1. Locate the share button in the bottom of the nav.
2. Button opens up all available options for screen share.
3. Click 'screen' to share the entire screen. Opens a permission asking us to accept sharing screen.
4. Click 'allow' or 'start now' which displays the 'display over other apps.' Locate Zoom in the list.
5. Click on Zoom and turn on the permission by toggling 'allow display over other apps.'
6. Navigate to any other screen and you should be screen sharing.
Name all 11 ticket statuses.
- Draft
- We're working on a solution (paused)
- We're working on a solution (updating ticket)
- We're working on a solution (research)
- We're working on a solution (editing video)
- We need more info from you
- We tried to contact you
- We have a proposed solution to share with you
- Issue resolved for you
- Issue closed by system
- Mark for deletion