Self-Service
Customer's can access from their phone.
What is Spectrum App?
Agent consistently demonstrated and understanding, stayed optimistic, and responded to the customer’s unique emotions.
What is customer connection?
When you acknowledge issue, customer needs.
What is called Advocate?
When someone assumes they know what the situation is without doing this.
What is not asking probing questions?
What do you do to gather more detail from your customer's situation.
What is ask probing questions?
Benefit a customer has when on the Spectrum App to find their cycle date.
What is view your bill?
Agent consistently served as a brand spokesperson by using proper etiquette and grammar, pleasantries, while understanding the customer’s need.
What is professionalism?
When using words like, please, thank you, perfect, you're welcome.
What is utilizing pleasantries?
When there is cross-talk throughout the call.
What is talking over the customer?
When you let the customer know you are going to look into their issue.
What is taking ownership?
Customer can do this through the Spectrum app when they receive their new device.
What is activate devices and equipment?
Agent consistently expressed an interest in the customer’s needs and situation, responded with a friendly comment / tone.
What is friendliness / using pleasantries?
Creates a comfortable, non-threatening greeting over the phone.
What is responds with friendly tone?
When there is dead air.
What is mutable silence?
When you explain to the customer what took place on the call.
What is recapping?
When giving our customer another way of contacting us.
What is chat with an agent?
Consistently responded to the importance of the customer’s needs, promoted customer image, and created a unique and customer centered message.
What is customer image?
Staying silent while a customer speaks to avoid interruption.
What is active listening or avoid cross-talk?
This action involves blaming the customer for misunderstanding or pushing this off on another department.
What is lack of ownership, blames others?
Putting yourself in someone else's shoes.
What is Empathy statement?
When a customer mention information on the account is incorrect.
What is update contact information?
When consistently descriptive, and informative to take a proactive role to minimize future customer effort.
What is effectiveness?
What is asking, not telling?
This interaction failure occurs when a rep focuses only on troubleshooting rather than teaching the user how to fish.
What is the lack of customer education?
Using the ARM method.
What is Acknowledge, Respond, Move Forward