Offer Options / Expectations
Team member educates about how to pick up a package at the location, offers Photo Gov ID - TRK - Station Location...
It is a deduction...! We failed to educate them about operation hours.
You laughed at the customer because her name sounds funny...
It is call failure...! This is considered rude.
Confirm for information already provided and did not affect the interaction...?
It is not a deduction...! If affected the call will be deduction and it is better confirm than ask.
The customer is rushing and you preferred to not provide PCS phraseology, is a deduction for that?
Yes...! The only exception not to offer it is when we transfer the call to another department.
Do we offer delivery notifications for Pick-ups?
Yes...! We need to educate callers about this feature to prevent callbacks.
Team member offers invalid options, is a call failure or a deduction...?
Call Failure...!
You advised the customer to expect the package by 5 PM, for sure will be delivered because the customer is upset. However, there is nothing in your system to validate that.
It is call failure...! You do not have something that proves that action will happen, causing the customer to call us back once this is not done.
What are the steps for placing correctly a customer on hold...?
1. Advise about placing them on hold
2. Ask for permission
3. Refresh interaction every 2 minutes
You used the customer's name once at the beginning of the call and once at the end of the call. Is it okay?
Yes...! The condition is to use customer's name twice.
If did not wait for the customer's answer on the closing statement (Have I answered the reason for your call) and directly offer PCS statement, would it be a deduction?
Yes...! This will go in Call Pace and efficiency
5%
You verified the customer's name and zip code, then proceed to open a trace for follow-up...
It is called failure...! We failed to gather the recipient's address.
I did not use the live hold technique and stayed 28 seconds in silence while reading scans...
It is not a deduction...! We have until 30 seconds before becomes a deduction
How many points would you lose if you failed to personalize the call?
10% - 11%
If you transfer the call without educating the next department name, would it be a deduction...?
Yes...! This will count in transfer procedures
The customer missed delivery and it is not sure if someone will be at home the next day, team member offers HAL, Future re-attempt, and self-service options...
You just took notes about actions taken in the call (For trace opening), however, you are out of the shift, so you log out...
It is call failure...! The case was not submitted which will impact customer follow-up.
I told to the customer: Please give me 1 moment... I will verify your information.
It is a deduction...! We need to advise the caller we will be silence while working on the account, and offer more help and 1 moment is not allowed.
The customer's first name is so complicated to pronounce, can you use the last name?
Yes...! We are allowed to use it.
If your acknowledgment is generic but your empathy is genuine. Is it a deduction in making customer feel welcome?
No....! In case Empathy is necessary acknowledgement can be generic.
Team member offered website and text notifications...
It is a deduction...! We did not offer email notifications.
The customer provided this email for case notes: TELUSROCKS@gmail.com. YOU notated: TELUSSROCK@gmail.com. Is it...?
It is call failure...! The email is wrong spelled which will cause issues for follow-up.
You used the live hold technique and stayed 59 seconds without refreshing the caller...?
It is not a deduction...! It has to be more than 1 minute
You used the customer's name once in the caller...
It is a deduction...! We need to use the customer's name twice.
If you did not ask for the customer's name but verify the address. Where would you deduct the points?
SOPs