Service Call
How do you build Rapport?
Engage with the customer
Asking questions about the business.
Make it conversational and personal.
Show interest, do more than "OK".
Positive tone
Following up: which tools to use ?
CET tracker
360 Notes
360 To do List
How to control your AHT?
2 ways
360 > Phone > agent performance > Voice
Huddle board
What is the name of the basketball player that is getting a chance to paly with his son in the NBA?
Lebron James
During the call, how is your tone supposed to be?
Upbeat tone, Positive and Warmth.
Irate customer, call many times, what should I do in priority during the call.
keep a positive tone.
AER + Empathy statement through the call
Reassure you are the right agent you will go above and beyond.
What tool do you use when you need to search up information ?
CCKM
local channel missing, What should I do first?
Reassure customers, apologize for the inconvenience
TV promises.com
What famous singer died in a plane crash?
Aaliyah
What system is used to get updates on a service call? Explain the steps on how to do it.
360
Steps: select service request #, click schedule truck roll, enter driving direction or tech instruction, select submit to save
Issue partially resolved, before disconnecting the call what should I proposed to the customer?
Follow up with customer until complete resolution.
Service call, Escalation
What two system do you use to order equipment?
OMS
360
What movie is named after one of the days of the week?
Friday
What does it mean to uncover customer's WINs?
Uncover the customer’s wants, interests, and needs.
"Do you think I resolved your request for today?"
Customers say yes, is it enough to close the case?
No,
You are the expert, recap with the customer and use your expertise to propose a follow up.
balance inquiry which tool to use? *2
above and beyond what could you propose.
360 Bill compare. / STMS
ABP, Monthly paperless statement, send current invoice. Or update the invoice to reflect any changes made during the call (24h).
Which date, Price increase 2024 will be effective?
January 21, 2024.
What is the name of the famous lake in Georgia that is haunted?
Lake Lanier
What Does C.A.R.E.S means?
Customer / Connection
Accountability / advocate with expertise
Research & Discovery
Expertise
Summarize
Issue Resolved however customer still frustrated?
Should I closed the case?
No
propose a follow up, an escalation, a credit.
CC+ vs Xtra pack where to find the channel lineup comparison.
Link center: Channels and Packages (directv.com
What is new for 2024?
Commercial Basic Plus – No Locals
The 24-Months Free Music Choice Premium Offer is being replaced by the You Choose Your Bundle Offer
GOV and OIL are eligible for Business Xtra Pack. No ECF apply
STA, BAR, HOS, POL & FIR customers who are currently on Commercial Choice Plus will be moved to Commercial Xtra Pack.
Name the actor that bought the network B.E.T?
Tyler Perry