Be Kind
“This principle involves treating every customer with respect and understanding.”
What is Be Kind?
“This principle encourages agents to take full responsibility for the customer’s satisfaction during their call.”
What is Own The Experience?
“What principle involves acting with urgency to resolve a customer’s issue as quickly as possible?”
What is Do it Now?
“What principle is focused on simplifying processes and explanations for the customer?”
What is Make it Easy?
"Point Broadband VP of Customer Service?"
Who is Dawn Hayes
“How can you show kindness to a frustrated customer over the phone?”
What is Listen attentively and use a calm, friendly tone?
“When a customer has a complex issue, what’s one way to own the experience?”
What is Reassuring the customer that you’ll personally see the issue through to resolution?
“What’s the best response when a customer asks if an issue can be fixed right away?”
What is “I’ll start working on this for you immediately”?
“If a customer seems confused about a process, what’s one way to make it easy for them?”
What is Provide simple, step-by-step instructions and offer to guide them through it?
"Point Broadband Chief Marketing Officer?"
Zenita Henderson
“Name two phrases you can use to express empathy to an upset customer.”
What are “I understand how frustrating that must be” and “I’m sorry you’re experiencing this”?
“Give an example of how to own the experience if a customer asks for help with something you’re unsure about.”
What is Letting the customer know you’ll find the answer or connect them to someone who can help?
“How can you apply the ‘Do it Now’ principle if a customer calls with a minor billing issue?”
What is Offering to resolve the issue immediately during the call?
“When setting up a customer’s portal account, how can you make the process easy for them?”
What is Walk them through the steps and offer to stay on the line until they’re set up?
"Point Broadband VP of Human Resources?"
Leisa Chastain
“When a customer is upset, what non-verbal communication technique can you use to convey kindness, even over the phone?”
What is Smiling while you speak?
“Why is it important to follow up with a customer if you promised additional information or action?”
What is Following up shows responsibility and reinforces trust in Point Broadband’s commitment to service?
“Name two actions you can take to resolve issues on the call without delay.”
What are Updating account information and processing adjustments or credits?
“If a customer is asking for a detailed explanation of their bill, how can you make it easy to understand?”
What is Break down the bill in simple terms and highlight the most important points?
"Point Broadband COO?"
Joseph Puckett
“How does showing kindness impact the customer’s perception of Point Broadband?”
What is It helps build trust and shows that we value the customer’s experience?
“If a customer says they’ve been transferred multiple times, how can you take ownership of the call?”
What is Apologizing for the inconvenience and assuring them you’ll personally assist them through to resolution?
“What can you tell a customer to reassure them when you’re actively working on a resolution during the call?”
What is “I’m taking care of this for you right now, so you won’t have to worry about it later”?
“Why is it important to make processes easy for customers, especially when handling complex issues?”
What is It reduces customer stress and helps them feel confident and satisfied with the service?
"Point Broadband CEO?"
Patricia Martin