Customer Said "WHAT"?!
A customer calls in and says, "My pump won't turn on". What's your first basic check?
Check if pump is plugged in.
What does "AHT" stand for?
Average Handle Time.
"Started from the bottom now we..."
"here".
Talking over the Customer?
Bad Habit
Customer calls in and states the pump screen fell and is cracked. What script?
170.
A customer calls in and says their device is "broken", but it's just locked. What's likely the fix?
Press the wake button.
What's the purpose of call documentation?
To accurately record all customer interactions in the CRM system, ensuring compliance with FDA and company policy, supporting customer wellbeing, and maintaining integrity in communication.
"I got a feeling".
"That tonight's gonna be a good night".
Confirming and Understanding before moving on to next topic?
Best Practice.
Customer calls in and states, the pump will not charge. What script?
158 or 366.
A customer is yelling and frustrated. What's the BEST first response?
Acknowledge the customers feelings and show empathy.
What is one thing you must always do before ending a call?
Ask if there is anything else you can help with.
"Cause baby you're a firework".
"come on, show em' what you're worth".
Using empathy statements?
Best Practice.
181.
A customer says to you, "I have already tried all the troubleshooting steps with CTS", but you notice no case is documented. What should you do?
Ensure a case is created and all interaction is properly noted. Follow regular intake and troubleshooting protocol, do not assume steps were completed without documentation.
What's a WARM TRANSFER?
Staying on the line to introduce the customer before transferring.
"Shine bright like a."
"Diamond".
Skipping Documentation to save Time and go out with Friends?
Bad Habit
a caller reports getting “Internal Error (error T500)" after pressing "Pair with Pump" on the mobile app.
226.
Customer asks you to provide them with a Basal Rate you think would "work for them". What should CTS do?
Do NOT provide or give medical advice and refer customer over to HCP.
What's the risk of not verifying a customer properly?
Not properly verifying a customer can result in HIPAA violations, risk exposure to sensitive information, compromise customer privacy, and lead to disciplinary action up to termination.
"Billie Jean is not my lover".
"She's just a girl who claims that I am the one (oh, baby)".
Customer is crying on the phone and CTS starts rapping lyrics and break dancing.
Bad HABIT.
Customer started break dancing and wanted to call CTS to rap a song. What script?
No script available.That seems to be unrelated to Tandem.