Capítulo 202: Lesson # 2
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basic call flow:
- opening spill (thanking the caller, brand, name and offer assistance)
- authentication (pull up the account, verification)
- Apologize, Empathy
- Provide Options, Resolve Issues, Giving the Ticket Number
- Additional Assistance, Offer the Websites
- Closing Spiel
**basic call flow:
--> Greetings: "Thank you for calling [Company Name}, this is [Your Name], how may I help you?"
--> Paraphrase or Recap: "I want to make sure I understood your concern and assist you, so you are her for [Name of the Services].
--> Empathize/ Acknowledge/ Apologize::
*** "I would feel the same if I am in your situation."
*** "I do apologize ..."
--> Assure Assistance:
*** "I am more than glad to check that out for you."
*** "I'll be happy to help.
*** "In order to help you with your issues, may I also get your account information so I could get your account?"
**Authenticate and Verify the Caller:
- Telephone Number
- Service Address (where the services are located wit the customers)
- Account Holder's Name
- Caller's Name
- Last 4 Digit of SSN (Social Security Number)
**Plant the Seed:
- After we resolve the issue, can we review your account so we can provide you information to offer you the best packages so we can maximize the services?
**Obtain/ Provide Information:
---> Active Listening - be attentive to the information provided by the caller to better understood the concern
---> Probe - ask open-ended questions
---> Use troubleshoot base on appropriate LOQ's.
--->Engage the caller to troubleshoot steps. Aside from having clear understanding of the issue, be an opportunity to build a rapport.
--->Utilize "information hub" to support resolutions
--->Always do account visual audit.
**Traditional Sales/Pitch:
--->Offer products and services based on the result of account visual audits
***No need to offer product/services if there are some technical scenarios (tech issues, upgrade or downgrade) but we can offer Service Protection Plan (SPP).
***No need to offer product/services if there are scenarios like customers are irritated or not happy, not interested, account suspended or disconnected.
**Recap/Next steps to be taken:
(1) Account Changes (upgrade, downgrade, add-ons)
- Review all the following
----> All products services sold
----> Total package price
----> Equipment fees
----> Installation charges
---->bills information online
----> any fees including one time charges
(2) Appointment (install, services charges)
- estimated time for install/service call
- verify contact information and input information call
- pre-call process
- equipment must be in the home
- above 18 years old should there be someone at home
- computer meets minimum requirement
- wall fishing (wires within the wall)
(3) No TC scheduled -- basic troubleshoot recap
**Closing:
- ask for further assistance --->
***"Is there anything I can assist you?"
- brand the call --->
***"Thank you for calling [Company Name}, have a nice day?"
***"It was truly pleasure to speak with you today, Mr./Ms,.[Name of Customer]?
- not allowed to give last name or your personal information
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