GLOW
Before troubleshooting with our customer
What system do we use to take notes in ?
Soluto Connect
Asking about their devices at home or how they use their current device to gain breadcrumbs
What does HERO stand for ?
Honor our Commitment.
Engage with our Customer
Respect our Customer time
Own the Resolution
How do you test a resolution for something that is scheduled for future time ? Example - scheduling dark mode from 7A to 11PM
You can test the resolution by scheduling dark mode while you are on the call to ensure it works and then modify the times the customer is asking for
What are breadcrumbs? Provide a question/statement how to gather breadcrumbs
Obtaining information from our customer to gather device details
What tool do we use to verify the customer ?
Clarify
When do we use empathy and assurance? Provide a statement for scenerio - " I've lost my phone"
Show connection with customer and assure them we are able to help
What are the 3'S that is used in Glow and HERO ?
Serve , Solve , Sell,
If a customer calls in irate, what methods can we use to de-esclate our customer ?
- Letting our customer vent.
- Active listening to find root cause.
-Offer Empathy and assurance
- Remain calm and sound helpful
What are the 6 Key Sales Behaviors ?
Build Rapport
Establish Credibility
Whole Home Product Positioning
Lead with Value and Benefits
Ask for Sale
Resolve Customer Concerns
After opening Clarify, what other tool is opened automatically ?
Customer Snapshot
How many times do you have to rebuttal or overcome objectives? Provide a statement for scenario, " No, I am on a budget"
Provide feel felt found statement.
What portion does it follow under in HERO for tailoring the offer ?
When we do not test the resolution , what other areas besides in hero is affected in your survey ?
How confident are you about the solution ?
How likely are you to speak to to this agent again ?
What does assume the sales statement sound like ? Provide an example
" Let's go ahead and get you enrolled"
"Let's get you signed up today "
What are the two main tools that you can use for troubleshooting help ?
Helix and TSR
Offer the survey and brand the call
How many points are each section for Server , Solve Sell ?
Serve 40 Solve 40 Sell 20
How often do we use the Glow App ?
When do we need to enter in the response for the offer?
Every Call.
Before the call ends
Why do we tailor the offer for our customer ? Provide an example of what it sounds like. Scenario - " We are a newlywed couple and we live a basic life. I do all the technically setups but that's it"
Yes - you can ask me up to two questions.
Tailor the offering ties in what is important to our customer and sharing the value of the product.
What does cancel registration do? Where can we find it ?
Removes the connection between the device and the network. In torch
Which portion in HERO does M&P falls under ?
Falls under H and solve.
If the call drop , what is the next step that you will take ?
We would call the customer back up and if they do not answer , to leave a voicemail.