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WorksheetsC.A.R.E.S. - Call Handling
Total questions: 20
Worksheet time: 24mins
What Video CARES behavior is tied to VOC?
Customer First
Resolve with Ownership
Engage to Customize
Save with Purpose
This CARES behavior is focused on using your tool set (resources) to assist the customer with confidence.
Customer First
Advocate with Expertise
Engage to Customize
Save with Purpose
Which CARES behavior allows you to take ownership of the Customer's Needs 7 commit to resolve all concerns.
Advocate with Expertise
Resolve with Ownership
Engage to Customize
Save with Purpose
This Video CARES behavior is tied to Sales metrics
Customer First
Advocate with Expertise
Resolve with Ownership
Engage to Customize
Which Disconnect Metric is NOT associated with Save with Purpose?
Cost Per Save
Retention Percentage
DP/100
30 Day Loyalty
To be an Effective Save Attempt, it has to include 3 things..
Discover
Agreement
Influence
Close
What is a reason NOT to place a customer on Hold?
Outbound Call to solve tech issues
Typing notes from a previous call
Receiving help from Management/MI60 to resolve customer issue
When a Customer is on Hold, you should provide updates/check in with customer every ____________?
3 Min
15 Seconds
90 Seconds
30 Seconds
Customers may place YOU on Hold for 180 Seconds?
True
False
Save Attempt: As a Customer Loyalty Expert, the Primary Focus is to treat (a) contact as an opportunity to create a Lifelong Customer.
FBB stands for........
Feature - Benefit - Bridge
Feature - Bridge - Benefit
Future - Beneficiary - Brotherhood
Features - Benefits - Britches
What article # gives you offers for NFL Sunday Ticket
(a)
What consists of Several Questions, including 1 question requesting direct feedback?
Voice of the Customer Survey
Survey Monkey
Customer Satisfaction Summary
Solution Sender
Select the key words/phrases that define a Save Opportunity (Select all that Apply)
Take off
Cancel
Change
I don't want to pay this much for my service
I am looking for a better deal
This is a Save Opportunity Key Phrase per CCKM: "I don't know what to do, my bill is too high and I'm not paying this much anymore"
True
False
Select all that Apply - Which are key phrases for a SAVE OPPORTUNITY
Cancel
Disconnect
Shut Off
Take Out
Remove
What is the name of the article reviewed w/you that describes Save Attempts in detail?
Contact Handling - ISM
Call Handle Process - Ism CLG
Call Handling Procedures - ISM CLG
Contact Handling Matrix
Select which are SOME of the Behavior Guidelines that put the CUSTOMER FIRST
Warmly Welcome
ARE
Resolve with Confidence
Build Rapport
Ask Open Ended Questions
Which is NOT a common reason for a Customer Disconnecting?
Competitor
Moving
Price too Expensive
Technical
Agents are from other Countries
Which is a good example of AER for a customer who wants to disconnect because we give them the run around?
"I totally understand how frustrating that can be to passed from one agent to another, I have been put through that myself with another company personally. Rest assured, that I will not allow you to leave this line w/o my full attention to resolving your issue, again, my name is "your name" and I am going to make this right for you today!"
"I'm sorry that we gave you the run around, I don't do that to my customers. Can i have your account number please so that I may help you with your issue?"
I'm so sorry that happened to you, what is your name?
I have to apologize on behalf of us here at AT&T but that does happen sometimes. I just had a customer with the same issue. It's ok, what is your number so I can help you? oh, my name is "your name" & can you repeat what yours is again?
