Do I Transfer?
Customer wants to remove home phone off their account.
Yes - Transfer to retention. This is removing a LOB
Is this a full ARM statement? "I do apologize for getting that no signal message on the TV screen. I know that can be frustrating to deal with. We will get it back up and working here. I just need to know that I'm looking at the correct account and that I'm looking at the right equipment. So could I by chance get your name and address please?"
Yes
Technician calls in to add or remove a line of business.
Yes - Transfer; Refer Technician to Sales Activation
What do you think is the most important part of your call? Q1, Q2, Q3 or Q4?
Q4 is weighted the highest (but they are all important)
Customer is calling in because the payment they made last month is unpaid. It is showing unpaid and now they have a past due amount.
Keep - and enter a UCM ticket
What behavior should you use in the last 2 minutes of every call?
Recap
Customer wants to cancel the pending install they have on the account.
Keep
Why are SAM behaviors important?
Thank you! We just want to hear from you :)
Customer is being charged for unreturned equipment but state that they've already returned their devices and have a receipt
Keep - and enter a UCM ticket
Chris Winfrey stated we should treat all of our customers like they are our __.
Aunt