Nesting Week 2

What does Peace of Mind entail?

• Consistent Empathy

• Account Lookup

• Greeting

• Listening

• Tone

What is the longest you can leave a customer on hold?

• 1 minute

• 30 seconds

• 2 minutes

• However long you need

Why is it important to control the call? (select all that apply)

• Provides a better experience for you and the customer!

• You will work with your customers as a team!

• Keep your power over the customer!

• To help your customer gain confidence in you!

Ownership is important on calls

• True

• False

How can we show our customers consistent empathy?

• Saying "At least..." when they express concern

• Telling them not to be upset

• Using AAA statements

• Put them on hold if they are upset

• Empathizing with them and putting ourselves in their shoes

What should we NOT do when putting the customer on hold?

• Check in with them every 2 minutes

• Put them on hold without saying anything

• Ask permission to do so

• Thank them for holding upon our return

• Say, "hold on" and then place them on hold

What is a verbal cue that a customer may be escalated?

• Customer repeats words or phrasing

• Speaks louder

• Emphasis on certain words

• Laughing, relaxed tone

What is a good example of proposing an alternative solution? (Select all that apply)

• "Well, the tech's $99."

• "I hear you! I know how frustrating it is having to wait when you've got this issue. If you have a few minutes to run through some steps with me, I'm sure we can get that up and running in no time"

• "You are required to troubleshoot with me."

• "Let me see what all you've done so far. I won't repeat any steps. After that, if I can't resolve it, we can look into other options."

Which of the following ways does NOT help you control the call?

• Asking direct questions

• Listening to understand, not to respond

• Letting the customer know you are talking to a supervisor

• Explaining yourself clearly

How can we build confidence?

• Read all of your emails to stay up to date on your knowledge

• Tell the customer we are brand new

• Trust and follow the Care Genie flows

• Take ownership of our interactions