Training Review

Training Review

By RICHARD RODRIGUEZ

​Call Flow

​Opening

Discovery

Resolution​

Closure​

​These last two weeks some opportunities for improvement were evidenced in your interactions with customers during your calls

Poll

From the following options which one do you think you need to work on?

• Empathy and listening skills

• Procedures during the call

• Knowledge about the product

• This is how you can perceive and intellectually understand the way someone else feels. (key words).

• ​​Show that you care, and you are willing to help.

• ​Be gentil when delivering bad news, try to provide an option if possible, if it is not the case, provide confort on the final result ( it's just a setback)

​Empathy

Knowledge and procedures

Multiple Choice

When is it ok for the cutomers to cancel their solar project (PPA/ Lease contracts)?

• During Installation of the system

• Before the loan is processed

• Before Installation begins

• At any time

Cancel Order

The customer can request the cancellation of their Solar Project before Installation, Once installation has began, The Project ​will remain active (this is explained in the contract).

​

If the cancellation request ​ is within he allowed period, account needs to be ARC.

Multiple Choice

Which is the procedure to put the custoer on Hold?

• 1.Request permition

  2.provide an estimated time

  3.wait for confirmation

  4.Return from hold and continue with the call

• 1.Request permition

  2.wait for confirmation

  3.refresh hold

  4.thank the customer for waiting.

• 1.Request permition

  2.provide an estimated time

  3.refresh time

  4.thank the customer for waiting.

• 1.Request permition

  2.provide an estimated time

  3.wait for confirmation

  4.refresh the hold

  5.thank the customer for waiting.

Open Ended

in What 2 cases should we mask the call?

• All queue and direct calls are recorded.

• There are two valid reasons when we need

to not record a customer:

​ 1) customer requests that they not be recorded​

2) customer wants to make a payment and

give you their credit card information over the

phone

• To stop recording, click the "Mask" button

• When ready to record again, click "Unmask"

​

Masking calls

​

15 minutes Break​

Place yourselves in Available once you're Back and keep up with your great job!!!