A
Verbiage for Responding to Customer's Emotion: "Oh my gosh!" or "Oh no!"
AER STATEMENT
ACKNOWLEDGE
EMPATHY
/REASSURE
"This is _____, how may I help you?
Greeting
Validate that the order is done // Quoting the taxes and fees // Appropriate Disclosures (Roll to Pay) // Notate account // Set Proper Expectations about Bills, Dates, Equipment, Orders Numbers
Example Verbiage to Close: Again, my name is ___________ Thank you for choosing AT&T.
GAIN
AGREEMENT,
RECAP,
THOROUGHLY
EDUCATE
AND CLOSE -- Ending the call the RIGHT WAY by giving the customer all the information they need to know
AER STATEMENT
ACKNOWLEDGE/EMPATHY/REASSURE
Greeting
"Mr./Mrs. Customer, I want to ensure I find the best solution, do you mind waiting a moment while I take a look at some options?" Change verbiage to a generic question still following the hold guidelines ". Use time to prepare strong, personalized recommendation based on uncovered WINs. Example for Personalized Solution: “Based on what you told me… (Paraphrase)…. I recommend….(offer that meets customers needs)… Because you can (state the features/benefits)...”
PAUSE FOR PLANNING
"Help me understand..." "Tell me more about what is happening to your service" or "tell me, what has you wanting to disconnect today?"
ROOT CAUSE/MIRROR BACK
"So I am better able to serve you, outside of your primary reason for calling, do you have any other concerns I should be aware of ?"
MULTI CONCERN CHECK
Identify the specific objection, ACKNOWLEDGE the objection, circle back and reinforce the WINs and tie directly back into a personalized recommendation, reflect and probe for additional information. Finally, provide alternatives
OVERCOME OBJECTIONS
"Share with me..." or "Tell me about..."Describe for me..."
UNCOVER NEEDS
"I am sorry to hear we may be losing you as a customer... You have reached the right person and I am here to help.
AER
"Mr./Mrs. Customer, I see you have had service with us for XX years, I want you to know that we really appreciate your business with us and being a loyal customer .
Transition to Probing
"So, let me make sure I'm hearing you correctly, you mentioned right person!"
ROOT CAUSE/MIRROR BACK
"Mr./Mrs. Customer, because you are a loyal and valued customer, I am going to ask you a few QUESTIONS just to make sure you are getting the best VALUE and to provide you with best resolution to address your concern today"
Transition to Probing
"Ask who you are speaking with-then "Before we get started, May I please have your phone or account number ...?" **Or if account Auto populated ask who you are speaking with and move to authentication**
AUTHENITICATION