While you are only needing the balance, I do need to transfer you to the correct department so they can provide you with the accurate information.
What is a request for balance on a Corporate Account - Credit Class S
100
Customer contacted Rogers for Documented promise for an adjustment, the account is clearly documented with the promise to adjust.
What is the new repsonsibility for Care Help Desk effective May 12, 2014 - for Care Service Non-Discretionary Adjustment.
100
Probe to understand the reason for the request and take ownership as far as in your scope.
what is your role when a customer requst to speak with a someone else
100
It is two times quicker and 50% more usage than it's granfathered equivilent.
What is "Hybrid Fiber 60"?
100
The Share Everything Plans
What is a product that meets the needs of everyone in and out of the home, with Flexibility, Freedom and Savings. simply share the features, benefits and value.
200
Must be a credit class Low/Medium and the it must be for the full amount
What is a request for PTP and what you will need to verify before proceeding
200
It provides a long term solution for our customers and it will also leave a positive impact on ICV.
What is the Value Map ( Solution Funnel- Retention)
200
1. customer is requesting a change you are not sure how to process
2. it's the start of your shift and V21 is taking too long to load
3. Your customer has requested to speak to another agent as they are not happy with the anwer you gave.
4. ***Result = "Bad Customer Experience"
What is "Transferring back into the same queue"?
200
Hybrid Fibre 250
E.g. "Base on our conversation today, it sounds like you would benefit from blazing fast internet speed and 1TB of storage space, how does that sound?
What launched in Atlantic Canada on April 30th & A Value base recommendation
200
- Blazing fast speed
- Network Coverage
- Home or Wireless, Fewer drop calls
- Flexible Plans to suit everyone's needs
- Texh Expert
- 24hr Service
What is Rogers VALUE for Internet Service compared to the TPIA
300
Examples of when you would transfer a call
- Impacting "Zero Bad Experience"
- From the "Total Servicing Model"
**Description** The goal of the Total Servicing Model to address customer concerns without transferring unnecessarily. This means identifying when to properly transfer customers and when to take full ownership of the situation. This reference lists call types and which groups handle them in order to avoid incorrect transfers.
What is a Complex Request
Your tools do not allow you to process the request
The Customer has follow up questions that are outside of your scope.
300
When there is a opportunity for discretionary adjustments to build Profitable Relationship
When would you use a CAP / Surprise & Delight = Being prudent in what we spend/profitability
300
Ensure due digilence to eliminate transfers
What is "The Total Servicing Model"
300
Its new and it gives our customers more value for their $ and a positive impace to our ICV, which drives Profitable Relationships
What is the importance of migrating our customers to the new Hybrid Fibre Packages and/or Share Everything Plans
300
- Much more value for a little more
- Peace of mind
- No more surprises on your bill
- Flexibility and Freedom
What is benefit of Future Proofing your customers?
Share Everything/Hybrid Fibre