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WorksheetsSave Strong ISM CLG Debrief Day 1 Material
Total questions: 15
Worksheet time: 8mins
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
“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?” Would fall under..
Determine
Discover
Influence
Close
When is it ok to wave the $5 payment fee
Natural Disaster
If they are disabled
If they are Martin Lopez
Multiple payments on same transaction
System issues preventing them from using online payment
What is a shopper
Customer remarks they are unhappy
Customer specifically ask for free programing or upgrades or equipment. Requests or expects offers from competitors to be matched. Complains about price
Customer complains about previous representative
Customer expresses anger and frustration
Is a poor discovery question
Why?
What programming/type of movies do you and your family watch?
Who is your current Internet provider? How do you and your family use the Internet in your home?
Who is your current wireless provider? What wireless devices does your family use?
How reliable is Directv these days?
Very Reliable
99.9% Reliable
Only messes up in bad storms
Only very inclement weather causes picture errors
