P&P CSAT

Talking about empathy in general, how much do you think we should apply it to our interactions?

• Never show empathy. It doesn't matter!

• Show some empathy

• Show the users a lot of empathy letting them know we care and the issue will get solved

When handling an initial AA case (no previous replies), is it OK to show empathy?

• Based on the Ticket Scorecard, we cannot show empathy on initial AA cases

• We need to show a lot of empathy

• We have to be over apologetic with initial AA cases

When handling ongoing AA cases (mishandled cases), should we show empathy to the users?

• Only if I want to.

• There is no need for empathy in this kind of cases

• An exception is made only in cases that were previously mishandled, in which a bit of empathy may be applied but must be done with discretion and when it is reasonable to do so. 

Do we impact our calls positive or negatively with the tone of voice?

• Always! We need to be careful with the tone of voice

• I don't believe it affects our calls

• It really doesn't matter!

Should we just follow the protocol in our interactions or also include positive positioning?

• This doesn't help at all!

• Yes! Positive positioning helps us empathize with the user and let them knon they are in the right hands

• Just following the protocol is OK as long as I follow the internal procedures

Personalization in tickets is crucial to understand and find the user's issue

• I don't use it

• Maybe! It doesn't make any difference

• It really makes a difference as the user will see that we investigated the case, and we are sending the reply based on the information found.

Talking about Premium plans, should we exhaust our resources to offer a full refund, partial refund, or plan extensions?

• I don't do it. I just go with the option the CSI mentions.

• Yes, we should always listen to the user's case, exhaust our resources, and make an exception based on that. The user has to know it was done as a one time exception.

• We can never make exceptions. We always have to follow the internal refund policy.

What are the 3 main things we have to follow in order to have better interactions and get CSATs?

• Check the user's email, ask for the user's name, and never show empathy

• Always show empathy, use positive positioning and personalize the interactions.

• Just follow the protocol, never empathize with the user, and deny refunds