What type of tone should all agents have in calls?
What 2 things should we NOT do when advising of self service?
To show World Class Service, how could an agent show genuine empathy during critical moments?
The 3 criteria when opening the call
What is:
What a tier 2a?
At the conclusion of every call, the agent must choose the appropriate disposition/wrap-up code.
How could an agent demonstrate confidence in the call?
How should agents address the customer in the call?
How we fully verify a customer and ensure accurate correct contact info
What is a tier 1e?
All disclosures must be read to the customer clearly, audibly, and at an appropriate pace so that the intent has not changed, as indicated by the procedure.
A customer lets you know how the merchant relayed misinformation to them, how do you handle this?
"I am sorry to hear that, but I will make sure we get this resolved."
A customer calls in wanting to know every detail and amount for their lease agreement. At the end of the call, you realized you said 'balance' a few times. Will you get a perfect score under Accurate Info?
No, an agent needs to use all appropriate lease-to-own terminology.
Should we place a customer on hold when updating CC or simply changing the schedule?
No, do not unnecessarily or excessively place them on hold.
When closing the call and recapping actions taken, what is one thing an agent should do?
What is a tier 1c?
The customer must verify their identity prior to discussing or taking account actions.
When speaking to a customer, name a couple of things agents should NOT do.
You accidentally read the 90-day LTO PO deadline as 3/1 when it is 3/11, the customer is on the line still. What should you do?
Correct yourself & advise this to customer. All agents need to;
If we accidentally transfer the call to the wrong department, will that agent still get World Class Service for that call?
No, do not transfer them to another department incorrectly.
When closing the call, how can an agent set expectations?
What is a tier 2L?
When necessary, the agent must appropriately status the account or change the correct fields in TANC (e.g. updating the Assigned User, the primary customer information fields, account status).
An escalated customer calls in very upset and is yelling over the phone. How should we handle this?
After extending the 90-day LTO PO a few days, the customer still seems weary about this solution. What should you do?
Say a customer called in wanting to know 90-day LTO PO deadline and you advised them of that. is there anything else you could do to create a better experience?
Offer to schedule payment to avoid a callback
When closing the call and a customer is now PIF, what could an agent do?
What is a tier 2f?
The agent cannot authorize a customer to make their own recording of a phone call.