WorksheetsMessaging basics
Total questions: 9
Worksheet time: 5mins
If the conversation is blue-tick but there's no name in Live person, how are we going to authenticate the customer?
Treat the customer as un-authenticate customer by sending the PDC spiel asking for the full name, DOB and FNN and enhance authenticate the customer by sending an OTC or knowledge base question and fill up the agent survey.
Answer the agent survey after and tick on enhanced authenticated since its blue-ticked
Just proceed with the conversation as it is blue-ticked already and do not ask for the customers details anymore and assist the customer
How many minutes do you have in responding to the customer once it has been assigned?
5 minutes
10 minutes
1 hour
What should we do if the customer wants a refund with a bpay mode of payment
Offer other options such as refund to their bank account, credit transfer, or keep the credit to pay for upcoming bills.
process the request using the refund webform
transfer to ringfence team to refund the webform
Advise the customer that they need to contact their financial institution to organize the refund as per ASICs guidelines
Adding new services with NO device on unestablished accounts if you are talking to a FA or LL is in scope or out of scope?
(a)
What should we do if the customers wants to disconnect their service? choose 3 answers
Ask for the service/s that they wish to cancel and disconnect it and provide the reference number
Understand the customers need by asking for clarifying questions
Lead in for sales offer by utilizing the triggers if Necessary
Provide an appropriate Need feature benefit and personalize solution to save the customer
Transfer to ringfence team for disconnection of service
These are ready made responses which are found in Live Person for common responses that we send to our customers.
(a)
What are the importance of PDC?
Avoid the back-and-forth exchange of messages between customer and agent
Provides complete and quality responses and Deliver quicker resolution
To save time in typing message
for compliance because the management wants us to use PDC
In responding to the customer we should consider the following to to have a great response
Minimise any fillers and use simple and everyday language
Use PDC all the time and do not edit it
Must be clear, concise complete and have the intent to resolve
Always use AER all the time
When do we earn the right to sell?
When we see the NBA trigger
When we resolve the demand
When we use the sales PDC
When we provide a solution that require a follow up
