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"I am part of the management team, I will be happy to assist you, how can I help you?" If the customer allows you to assist them then assist.
"My supervisor is with another customer right now. I will be happy to assist you, how can I help you?" If the customer allows you to assist them then assist.
"Do you mind if I place you on hold for two minutes while I get my supervisor for you?" Then at that time transfer the call to the Escalations Team
"I could connect you to my supervisor but He/She will give you the same information. Do you still want me to transfer you over to my Supervisor?" Then at that time transfer the call to the Escalations Team
Whenever you touch an account. You should note why you got the call and what was done on the call as well.
Whenever you are not able to resolve the issue. You should note why you got the call and what was done on the call as well.
When it is a retention call and the customer stayed with the company. You should note why you got the call and the rebuttals used.
Whenever you have the time to complete the note during the call.
Argue with the Agent, use as much back up information you may have to defend your argument
Do not argue with the Agent, report the agent to your Supervisor
Give the agent 2 warnings before disconnecting the call.
Transfer them back to the queue and tell them you will get a different agent to assist them
We never argue with them, if the call gets out of hand then, make the Customer aware you will get someone else on the line to further assist them.
Argue with them, Prove them you are right. If the call gets out of hand then, Give the Customer 2 warnings before disconnecting the call.
Offer a call back, Note the account and call them back later using another name.
Note the account, Cold transfer to escalations so they can assist the customer better.
Let the Customer or the Agent know that you do not know what you are doing, or that you do not know what you are talking about and transfer to
Let the customer know you will transfer them to the escalations queue.
You should still sound confident on every call, and assure the Agent or the Customer, that you will be happy to assist them and make sure you get the answer or answers you need to assist the Customer and the Agent.
Transfer them back to the queue to get someone else to assist them.
If you get an Escalated call and the issue gets out of hand
To have the Customer’s account De-Enrolled
To send a LL Re-certification
To process a LL Aplication
Here's an interesting quiz for you.