Show:
Metrics
Quality
Escalations
Systems
What if?
100
any time you are not on the phone and are supposed to be
unproductive
100
how do we personalize
by using the customer's last name to build rapport
100
we can offer "what" in an attempt to deescalate if the customer is upset about the earliest available date
offer to place on sooner service list
100
Name of system used to check daily schedule
Empower
100
What if a customer is extremely rude and using foul language, should you disconnect?
no
200
how closely you follow your schedule
schedule adherence
200
If you use the word "that" at the beginning of the call you aren't doing what?
Specific Acknowledgement
200
Department we shouldn't be transfering to for escalations unless they have a open case or customer states was already speaking to.
customer solutions
200
How do you edit a customer’s file?
In ciboodle, customer then update
200
What if a customer had a cc service within the last 90 days and their appliance is exhibiting the same symptoms. What should we do?
We should create a new service order and specify in the symptom details what is wrong with item followed by/ possible recall so#______________.
300
how long should your hold/transfer time be?
30 or below
300
You must avoid silence or ___________ during a call.
Dead Air
300
Department to transfer to if the customer needs food loss or rental reimbursement
benefits administration(paba)
300
What is the best way to check you are ordering the right part that AD is asking for?
Click on images in LIS
300
What if the customer wants to shedule an mpa check and a repair on the same item. What do you tell the customer.
under symptoms notate the issue followed by/mpa check and advise the customer it is a request.
400
how long should your work/wrap up time be?
10 or under
400
used to get to the core issue
probing questions
400
what should we do when we transfer to escalations
a warm transfer
400
If a model number isn’t coming up in LIS and you have confirmed it with the customer what can you do? (Two part answer)
Drop the source code(3 digit) or add the *
400
What if it makes sense to order a DIY part and you can't find the solution in AD?
Look through LKB approved parts list in CSI
500
The most important metric for stack ranking
Quality
500
When a customer voices a concern what should we do?
Emphathize/acknowledge
500
who do we transfer to for property damage
sedgwick
500
What system do we use to find out what are considered cosmetic/expendable parts ? Tell us how to find the info.
Open csi, then tech spec tab, reference tools, protection agreements covered vs. not covered
500
What if a customer with a PA states they had a power surge caused by lightning that damaged their item. Is it covered under the a PA?
No We do cover power surges only if not caused by a weather phenomenon(acts of nature)