Acceptable Behaviors
When the phone rings, you should?
Answer with a smile
You should never have ________ in your mouth.
Food or gum
When a Caller is upset what should you do?
Listen, allow them to vent
What are your strengths?
Be true to you
Tell us a joke
Freestyle
Rapport
If the customer is angry never --------- them.
Interrupt
Never take things....
Personal
What are your weakness
Be true to you
Sing us a song
Free style
Ask for ------------- before putting the call on -------
Permission, hold
Never have a customer on hold for more than ----------
2 minutes
When callers ask to speak with someone else, what do you do?
Find out the issue, transfer
Tell me about the best customer care experience
What's your favorite cartoon and why?
Free style
What would you do if you get a talkative customer
Free style
Never assume what to call clients. Always if it's ok to address them by----
First name, Last name or Title
What is important when a caller is upset, they want to be understood, what is this?
Rapport
Tell us something funny
Be true to you
Tell us a childhood memory
Freestyle
Tell us about how you changed an angry caller to a happy caller
Freestyle
Describe an inappropriate background
Free style
Always refresh hold time every
2 minutes
What's your favorite show and why?
Be true to you
Where would you go for vacation, why?
Free style