A
What is one thing you should avoid while troubleshooting?
1. Putting the customer down
2. Arguing
3. Cable jargon
Name 1 element in our Understand segment.
1. Building Rapport
2. Use of appropriate questioning techniques
3. Personalization
Tell me one self-help option.
IVR
Online billing
Our website
What is one thing we must get from the customer at the opening of the call?
1. Name
2. Address
3. Phone number
4. Email address
4. Call back number in case you get disconnected
Name two ways that an account review can be helpful to assist our customers.
Make sure the phone number, email address, and mailing address are correct so we can contact them.
Make sure they have all the equipment, channels, and internet speed in the home to suit their needs.
How can you show patience during your call?
1. Not interrupting or talking over the customer
2. Not rushing the customer while troubleshooting
Name one way you can build rapport with the customer
1. Acknowledging the customer by name
2. Show empathy
3. Friendly conversation
Give 1 example of cable jargon and then give an alternative.
Lots of possibilities
Providing a detailed one of these will ensure the customer clearly understands what actions were taken during the call and any possible next steps needed.
Summary of the call
Why is it important to empathize with the customer?
We need to make them feel like they are important and that they matter.
What are 2 questions you would ask Mr. Smith to pinpoint the issue with a cable box if he says his TV has a snowy screen?
Many options
Customers want us to solve their issues in a ___, ____, and _____ way.
Caring, Understanding, and Helpful
What is the difference between our Care Segment and Understand Segment?
Care behaviors should happen with every customer on every call.
Understand behaviors vary depending on the customer and their situation.
Offering of this tool is a requirement before scheduling an in-home technician for troubleshooting reasons.
Visual Connect
What is the textbook way to properly close the call?
"Thank you for calling/choosing Breezeline, have a good day."
What is one way we can show good phone etiquette?
1. Promptly answering the phone
2. Closing with a thankful statement
3. Please & Thank you
4. Opening with a warm greeting
5. No eating, drinking, or chewing gum
Name one unacceptable behavior.
Hanging up on the customer.
Using rude, argumentative, or profane language.
Unnecessarily transferred the call or showed call avoidance behaviors.
Doing this in CSG before ending the call can help to let the next agent know what happened in your call and allow us to better help the customer if they call back with the same or similar issue.
Notating the account
Providing a customer with these options, when available, could help to avoid a future call and educates the customers on all the ways our company is available to assist.
1. Self help options
What is the textbook way to properly answer the phone?
"Thank you for calling Breezeline, your leading provider in internet, cable, and voice. This is _____. How can I help you?"
What is First Call Resolution?
Taking care of the customer's needs with just one call. Being proactive.
What are the 2 Segments of our Customer Experience Guidelines.
1. Care
2. Understand
How can you exhibit active listening?
1. Full attention to the customer
2. Do not rush, interrupt or talk over the customer
3. Not being distracted
What are 2 ways you can personalize your call?
Acknowledging the reason for the call
Self help options explained and offered
Full and detailed call summary
Offering options when/where possible
Educating the customer
How many seconds is considered acceptable to answer the call?
Less than 10