Save Strong ISM CLG Debrief Day 1 Material

As a Customer service expert, the primary focus is to

• Save customers

• Help customers save money

• treat EVERY contact as an opportunity to create a lifelong customer

• Rock out on my VOC

VOQ Stands for..

• Vision, Operation, Questions

• Value, Opinion, Quests

• Vision, Options, Questions

• Value, Options, Questions

This is the best response to "just cancel everything

• “I’ll go ahead and get that process started for you…”

• Oh No! Why?

• “You’ve been a valued AT&T customer for many years, what brought you to this decision today?”

• Think about the children? Please don't leave me

Best response to "I want to cancel because my bill is too high or just increased”

• “If I can lower your bill, will that change your mind?”

• "what if i can save you a ton of money?

• “I understand the need to keep the monthly cost low, and there are several options to do that. In order to understand what you value most in your service, I am going to ask you a few questions.”

• Talk to me bro

This is a not good discovery question

• “What brought you to this decision today?”

• “What channels must always be included in your lineup?”

• “What will you and your family do for entertainment?”

• Are you aware you have contract? If you cancel you'll have to pay an ETF

The Influence portion of the call can start with

• I recommend

• I suggest

• What I can do for you today

• Based on what you told me

The best response to “Why didn’t the last agent I spoke to offer me this?! It’s too late – cancel my account.”

• “You’re right. The last agent should have told you, but the offer may not have been available”.

• “I’m really happy that this time you got me. I’m a specialist in <restate call intent/root cause concern, etc.>. I apologize that you were not presented the offer when you previously spoke to someone, but I will get the offer added immediately and you can start saving now

• Yeah that agent was from India, they do crazy stuff sometimes

• That other agents was probably new but i know how to handle this, lets get started

In order to transfer to Loyalty a customer must

• Be very angry

• Say they want to cancel, or are considering a competitor

• Be unsatisfied with the service you provided

• Request to be transferred to Loyalty

“Let’s get this added for you today…” “Let me set that up for you today…” Would fall under

• Discover

• Influence

• Close

• Determine

I recommend..” “I suggest…” “What I can do for you today is…” Would fall under

• Discover

• Determine

• Influence

• Close