LISTEN TO ME

EXPERIENCE

• ADVANCED: Agent went above and beyond in providing customer care experience.

  Connection between customer and agent was established. Natural, no canned responses, sincerity on willingness to help/care for customer, energy (tone of voice).

  Zero customer effort.

• EFFECTIVE: Agent attempted to engage customer in the conversation, tried to build rapport but not effective. Conversation is not transactional, rep put an effort in connecting with the customer.

  Agent interpret scripts and use his own words to explain to customer.

• EMERGING: Conversation is transactional, no connection between the customer and obvious that agent reading through the script.

  Issue may be resolved but customer have exerted effort to make that happen; i.e. there were instances of agent asking customer to repeat him/herself or the customer asking agent to rephrase explanation because they couldn't understand.

• MISTREAT: Customer dissatisfaction is evident in the call and agent failed to escalate the call when necessary.

  Agent was rude to the customer.

  Non-issue resolution may potentially lead to a VM or Executive Escalation.

  No acknowledgement of concern, seems not paying attention to customer - no active listening.

RESOLUTION

• ADVANCED: Agent went above and beyond in providing customer care experience.

  Agent followed the process completely.

  Ensured that customer will not callback for the same concern and addressed even the unstated needs/pending concerns.

  Made the customer feel valued, NBA treatment used, went above and beyond CST/NBA resolution.

  Setting proper expectations and owning the call (offering callback if necessary).gent owned the call, provided option/s that best solved the customer's issue, highlighting the benefits (WIIFM) of the options making it easier for the customer to decide which solution to choose from.

• EFFECTIVE: Agent followed the process.

  Highlighted benefits of resolution. Allowed customer to be part of the resolution by presenting options on how to resolve issue.

  Did a complete Health check on the account.

  Agent provided option/s to solve the customer's issue and let customer choose.

• EMERGING: Agent provided incorrect or incomplete solution to the stated concern of the customer that may result to callback because root cause of the issue was not identified.

  Agent followed the process but missed a few items.

  Example would be for a Payment Arrangement concern, agent processed the PA but failed to send CES.

• MISTREAT: Agent did not provide any solution to the customer's concern.

  May potentially lead to a VM or Executive Escalation.

Personal

• ADVANCED

• EFFECTIVE

• EMERGING

• MISTREAT

CURIOUS

• ADVANCED

• EFFECTIVE

• EMERGING

• MISTREAT

EMPATHETIC

• ADVANCED

• EFFECTIVE

• EMERGING

• MISTREAT

UN-SCRIPTED

• ADVANCED

• EFFECTIVE

• EMERGING

• MISTREAT

ADVOCATE

• ADVANCED

• EFFECTIVE

• EMERGING

• MISTREAT

EMPOWERED

• ADVANCED

• EFFECTIVE

• EMERGING

• MISTREAT