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What does Above and Beyond mean?
That you will give exceptional customer service.
Give us your warm greeting!
Thank you for calling Breezeline, your local leader in Internet, TV, and Voice. This is ____. How can I help you today?
What are 2 characteristics of a Busy Traveler?
May work from home, might only want locals+, Will ask about seasonal or disconnect policy, May be reluctant to sign a contract.
How can you personalize your calls?
Use the caller's name, hold friendly conversations, engage with the caller, recognize background noise
What is our purpose?
To enrich our customer's lives.
What are 2 characteristics of a Younger or Cord Cutter Customer?
More likely interested in speed and reliability of the internet, prefers to stream vs cable, less likely to get home phone, might have a tighter budget.
What are 2 characteristics of a Tech Savy Customer?
Uses technological terminology, internet focused, focused on what the product can do for them, will have done their own research.
What are 2 characteristics of a Family Customer?
More likely to have all 3 services, want a variety of programming, more devices in the home, more people in the home, may already have phone service elsewhere
What are 2 characteristics of a Budget Conscious Customer?
More likely to have looked into competitor offers, likely to price shop before making a final decision, likely to decline extra features due to extra cost.
What are 2 characteristics of a Elderly or Less Tech Savy Customer?
May get overwhelmed with too much info, may be reluctant to purchase internet services, may already have phone service elsewhere, will want traditional TV over streaming, tighter budget.
Why is it important to acknowledge the reason for the call?
It will let our customer gain your trust and it shows you are listening.
Give an example of a probing question.
Probing questions is an open ended question that elicits a response other than yes or no from the customer.
Give an example of an open-ended question.
Open-ended questions allow for a free-form answer.
Give an example of a closed-ended question.
Closed-ended questions can be answered with a "Yes" or "No".
Give an example of a funneling question.
Funneling questions involve asking a series of questions that get more direct with each question.
Give us your call closing!
Thank you for calling Breezeline!
Give an example of a clarifying question.
Clarifying questions confirm the information the customer has already given to you.
What are some verbal communication behaviors?
Speak Confidently
Using complete sentences
Responding to a customer
Using a general Tone
& More
What are 2 call handling behaviors?
Speak positively, taking ownership, ensuring a callback is offered, provide and offer additional assitance, verify, update, and review, introduce and explain.
Why is it important to get a call back number?
In case you get disconnected, you can call them back. Customers don't want to wait again, offering a call back builds trust and rapport.
What is an active listening behavior?
No distractions, not over-talking or rushing the customer, Customer should not need to repeat information.
Name 3 of the 5 steps for an effective customer experience.
Warm Greeting, Personalize the call, Listen and Understand, Empathize and Resolution, and Conclude the call.
How can you take ownership of the call?
Use "I" and "We" rather than "they".
Give 2 guidelines of phone etiquette.
Using a warm greeting
Using a clear speaking voice
No background Noise
Use of Manners
& More