PT/CR JEOPARDY!

Step down!!!

100

• What is the first step to des-escalate a call?

Demonstrate willingness to assist the customer and empathy

200

• What talking points can help us get information of the customer?

1. I'll be more than happy to help you with a supervisor, can you provide me the best call back number in case the call drops i can call you back.

2. With who I have the pleasure to speak with?

3. supervisor of which department will you need? Ex: extra care, Customer relation pharmacy, cvs.com?

300

• An important key to avoid a gift card issue call escalate is to set the expectations first to the customer before making the case and escalating to the correct department if it's necessary? True or false? and why?

False! Because first we have to demonstrate willingness to assist and ownership of the call and the case, showing customer that we could handle it and after escalating provide the appropriate expectation base on the case

400

• Make the customer repeat the information can help us des escalate the call, true or false? and why?

False! Because we are not demonstrating active listening and we are making repeat information they already provide to us.

500

ROLE PLAY TIME!!!!

Customer: I want to speak with a manager!

Okay I'll help you out reaching a supervisor, before contacting it can you please provide me the best call back number in case the call drops I can call you back?

With who I have the pleasure to speak with? And a supervisor of what department would you like to speak with to communicate you with the correct one? Depending on the answer ask them if they can provide more insights about the case to help them out faster and better, due I'm willing to help you  resolve the issue. In case Team member can assist Reassure we’re as well able to help in the case.

What to Expect?

100

What are the expectation we have to provide to the customer when they call for an unknown charge and after checking the receipt with them, they don't recognized it? And from which Knowledge article we have to handle the information?

Advise  the caller they should contact their bank or credit card company to dispute the charge.

Knowledge Article: Customer Relations- Credit Debit Charges & Refunds

200

• What are the expectations we have to leave the customer after escalating a gift card issue it to Cr Research? And from which Knowledge article we follow the information?

Advise the caller you are  sending the information you collected to the research team and then can expect a follow up call within 10 business days.

Knowledge article: Customer relations- Non cvs prepaid gift cards.

Customer Relations- Cvs Gift cards

300

• What we have to review to set the correct expectation to the customer whenever they are calling about a follow up of a case?

The notes and the coding

400

• If customer callback because they didn’t receive a callback from the staff complaint they placed previously, what are the appropriate expectation we have to tell the customer about it?

Let know the customer the complaint she placed previously was already sent to the district leader so he can handle it and manage this doesn't happen anymore in the store with any other customer or you, from cvs we always look there's always an excellent customer service

500

What are the expectation to provide a customer after placing a staff complaint? and based on which knowledge article we follow?

Based on the knowledge article "Customer Relations-Staff Feedback

Let know the customer we take this type of concerns very seriously. I hope that by speaking with me today you feel assured that your concern is  being addressed. Your complaint was already placed and sent to the district leader so he can handle it and manage this doesn't happen anymore in the store with any other customer or you, from cvs we always look there's always an excellent customer service 

COMBINED!!

100

• Asking probing questions can help customers to  provide accurate information avoiding it escalate  requesting a supervisor due to lack of knowledge from the team member with a supervisor, true or false?

True!

200

• Taking ownership for a customer’s problem and solving is crucial to building a good relationship with customer? true or false?

True!

300

What information or documents we have to follow to set the correct expectations to the consumer?

Knowledge Article

500

What can help us make feel the customer they are talking with the right person

• Empathy and willingness to assist, show ownership, follow the knowledge article, avoiding negative statements, over speaking to the customer.

What to expect?

300

 What is the key while providing the expectation of the case to the customer?

Provide the information with confidence

400

• PT If a customer just did the purchased, what are the expectation we have to provide?

Let them know we can escalate the case, just to help us confirming if they have the receipt to provide us the transaction information and escalated so they can start working in case the information provided is accurate, because from our side unfortunately we can't verify the receipt on the system but by receiving the information from them we can follow the process.

500

• What is the Difference between the expectation in the case we sent to FYI field leadership and transfer to Field leadership

FYI Field leadership the information is just sent to the district leader so he can noted and work with his team if there's something to improve or receiving a compliment, customer won't received a callback.

Transfer field leadership the leadership will receive the information of the case and will make a follow by a call back to the customer.