Crazy Chick's Thoughts 170 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

...

-END-
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