Xfer
How do we know if the caller is needing to be xfered?
Probing Questions
How many times do we ARM throughout the call?
As many as needed
What information can we send to help customers learn self-help options?
EHHs
These type of questions get a customer to give more information than just a 'yes' or 'no'
Open-Ended/Probing Questions
How do we check to make sure communication preferences are current?
Ask
Which departments do we warm xfer to?
Retention
ARM is an acronym for?
Acknowledge, Respond, Move On
What 2 locations can we inform our customers are available to access troubleshooting tips, frequently asked questions and information about their services?
MSA and Spectrum.net
What should you do if a customer calls in and has limited time?
Prioritize most major issue first
What is the minimum accepted age of someone who can be at the home for a technician?
18 years old
If a current customer wants to add a new line of business who gets the transfer?
Sales Existing
If a customer interrupts while you're explaining, how do you move forward?
Pause and acknowledge their concern |briefly explain the next step without repeating too much.|
What 3 major parts are needed in your recap for it to 'count'?
state the issue, state the troubleshooting steps, and the resolution
What do you do if a customer is refusing to troubleshoot?
Use the unable/unwilling flow
When booking a TC, what is the maximum charge for the visit fee?
64.99
What’s the best way to inform a customer about a transfer?
Explain why the transfer is needed, where they are going, and ensure a warm handoff.
How would you acknowledge a customer's frustration about slow internet?
"I understand how frustrating this must be for you."
Why is a recap of the call important?
summarizes the call, makes sure all issues are addressed and the cx has no questions that may lead to a callback
Why is it important to check for service outages first?
It prevents unnecessary troubleshooting and provides a quicker resolution
Other than ensuring access to equipment and having someone 18+ present, what else should a customer do before a technician arrives?
keep pets secured
What should you do if a customer refuses a transfer?
Reiterate why the transfer is necessary, offer to summarize key points for the next agent, and reassure them of a resolution.
What’s the best way to "Move Forward" if a solution isn’t immediately available?
Offer an alternative resolution, such as scheduling a follow-up or providing additional troubleshooting steps.
Other than a recap, what are two other best practices to include during the closing of your call?
confirm the customer’s satisfaction, and offer self-help resources.
When should you escalate a troubleshooting issue?
When all standard steps have been completed and the issue remains unresolved.
What’s the difference between an inside and outside technician visit?
Inside visits involve in-home issues, while outside visits address network or line problems.