Customer Affecting
Accepting responsibility for ensuring the problem gets solved.
Ownership
If the customer is inactive for 1 minute (Chat) after asking a question what will you ask?
I haven't receive a response from you let me know if you are receiving my chats?
Give at least 2 features of doxo plus.
identity theft and credit protections
Are questions that you ask to gain greater insight into what someone has just told you, helping you to uncover the reasons and emotions behind what they have said.
Probing
If the customer is on hold within the chat queue for more than 3 minutes what spiel should we provide?
Long hold spiel.
Yes or NO
If the issue is unresolved do we still need to offer?
NO
Are your way of conveying to a customer that you understand the concerns, issues and feelings they're coming to you with
Empathy
Opening
What will you put in the doxo plus interaction if a customer will not agree in activating the feature?
Not Applicable
Is the ability to focus completely on a speaker, understand their message, comprehend the information.
Active listening
How many seconds are we allowed to respond to the customer to avoid chat gaps?
45
After resolving the concern what is the most common behavior why our agents are not attempting to pitch doxo plus?
Assumptions
This will ensure that our service is up with their expectations before they even have to ask?
Anticipating the needs
What is the top markdown for the past 2 weeks for the month of January 2021
Closing spiel
are the killer of good customer experience and negatively impacting buying behavior and advocacy
Assumptions