S - Seeks out the Cx
“I would be happy to help” is what type of statement
What is a Willingness to assist statement?
A statement of "I apologize the PROvider did not show for their appointment today" is showing _.
What is Empathy
Would we refer to our department as IST or Install Support Team
What is Install Support Team
"Is there anything else I can assist you with?"
What is example of reviewing needs are met.
VOC is required on...
What is all customer calls?
When store calls and places customer on line, we should advise of..
What is an Outbound Disclaimer?
“Can I confirm your phone number and installation address please”
What is verify 2 pieces of information.
Would it be appropriate for a coordinator to say "ahh this system is slow" or "one moment please while I pull up your information"
What is "one moment please while I pull up your information"
True or False - Emotions, opinions, and inappropriate language should be included in documentation.
Inbound calls are transferred to survey after pressing this number
what is 1
False: What is "Thank you for calling Lowe's, this is ___, How may I assist you?"
Timeframe that should provided to customer for schedule date inquiry from date of product received on job
What is 7 days
3 Words that conveys unity in our brand
What is I, Us, We
Customer calls in advising of issue after install, a work order for assessment is needed as no previous work orders have been completed, agent documents interaction in which locations.
What is job and new work order.
Closing an inbound call should include _ and _.
what is thanks the customer and branding of Lowe's.
Welcoming the caller must be done within how many seconds of joining the line
What is 5 Seconds.
True or False: Do not create extra work for customer and/or another employee(s). Prevent unnecessary future contacts
What is False
Customer complains to agent about provider and makes jokes at PROvider’s expense. Agent should maintain a _____ and ____dialogue regarding our customers, providers, Lowe's Services and Products.
What is Positive and Professional
Complete Documentation should include _, _, _, _, _ and _.
What is Who, What, When, Where, Why and How
Provide a _ closing for non-customer calls or any transfer/conference.
What is warm?
What is required in opening an outbound call to customer.
What is: Provide name, brand Lowe’s, state the reason for calling, confirm they are available, and provide outbound disclaimer.
If caller or store ask you to hold for an unspecified amount of time, how long do you hold prior to disconnect call?
What is 2 minutes
Customer asked agent to slow down and speak up to gain understanding, coordinator complied.
What is tailor communication the the customer's communication style.
Provider Joe calls IST and requests a PR for needing to return to store to pick up missing product from delivery. PROvider also advises there is a site issue and they can complete all, but one door install due to termite damage. Agent calls store to confirm product ready for pro to pick up, creates a PR and calls customer to review status of job and set expectations moving forward. Documentation on this job should include….
What is Provider's name, PR #, Cx name talked to and detailed info from interactions, including expectations set.
To reach the survey on outbound calls, the coordinator must _ to _.
What is blind transfer to 100-4949 and press 1