ORS
ORS score is based on which behavior focus (BOF)?
Building Rapport
Following up: which tools to use ?
CET tracker
360 Notes
360 To do List
How to control your AHT?
2 ways
360 > Phone > agent performance > Voice
Huddle board
How much $$$ do American spend on Xmas gift, on average?
Approximatively $1000
During the call, how s your tone is supposed to be?
Upbeat tone, Positive and Warmth.
Irate customer, call many times, what should I do in priority during the call.
keep a positive tone.
AER + Empathy statement through the call
Reassure you re the right agent you will go above and beyond.
The dealer will propose which Receiver model?
Depend on their available inventory:
H25, H44 and H26K
local channel missing, What should I do first?
Reassure customers, apologize for the inconvenience
TV promises.com
Talent Show
All I want for Xmas is you. (M.Carey)
Last Christmas I give you, my Heart. (G.Michael)
How to build Rapport?
Engage with the customer
Asking questions about the business.
Make it conversational and personal.
Show interest, do more than "OK".
Positive tone
Issue partially resolved, before disconnecting the call what should I proposed to the customer?
Follow up with customer until complete resolution.
Service call, Escalation
Business & Private Viewing, TV acc fee?
$8/mo Tv acc fee
13+ receivers, flat fee $100
The #1 most popular Xmas movie
Home Alone
What does that mean to uncover customer's WINs?
Uncover the customer’s wants, interests, and needs.
"Do you think I resolved your request for today?"
Customers say yes, is it enough to close the case?
No,
You are the expert, recap with the customer and use your expertise to propose a follow up.
balance inquiry which tool to use? *2
above and beyond what could you propose.
360 Bill compare. / STMS
ABP, Monthly paperless statement, send current invoice. Or update the invoice to reflect any changes made during the call (24h).
Which date, Price increase 2024 will be effective?
January 21, 2024.
In 2024, where will be the super bowl? Who will be the Halftime performer?
Las Vegas, Usher
What Does C.A.R.E.S means?
Customer / Connection
Accountability / advocate with expertise
Research & Discovery
Expertise
Summarize
Issue Resolved however customer still frustrated?
Should I closed the case?
No
propose a follow up, an escalation, a credit.
CC+ vs Xtra pack where to find the channel lineup comparison.
Link center: Channels and Packages (directv.com
What is new for 2024?
Commercial Basic Plus – No Locals
The 24-Months Free Music Choice Premium Offer is being replaced by the You Choose Your Bundle Offer
GOV and OIL are eligible for Business Xtra Pack. No ECF apply
STA, BAR, HOS, POL & FIR customers who are currently on Commercial Choice Plus will be moved to Commercial Xtra Pack.
In 2024, in which country will take place the Olympics?
France