Ways to drive CSAT
first thing you should say when answering the call
what is call opening/greeting
I need to check the stock on this item
What is sales wrap
How is perfect CSAT calculated?
what is number of perfect 5's/#of CSAT responses
What is a way to make your customer feel secure
what is reassurance
How do I view my overall invoices
What is sales wrap
what is rating scale used for CSATs
what is 1-5
whats a good way to show interest during the call
what is compliment the item(s)
Please resend my return labels , I cant see them in My Account
What is service wrap- returns
TRUE or FALSE: the agents name is not listed in the CSAT email sent to the customer
What is FALSE
ask probing questions can help you b sure you are issuing the correct?
what is resolution
My customer was transferred to CARE
What is service wrap -transfer
Does CSAT go out for emails?
what is NO
when ending the call you should ask the customer do they have...
What is additional needs
I had to change the shipping address
What is wizard wrap
TRUE or FALSE: We want you to promote your CSAT on emails
What is FALSE