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2. OWN IT-Follow the required ITG. Use tools effectively and showed Can Do Attitude over the chat.--- correct ITG, you have reached to the right person, utilization of tool, assurance---Let me check what's going on?
I will be assisting you to get this resolved
Be more than happy to assist you with this
I can definitely help you with that
I can do that for you/ I can absolutely help you with that
Definitely I will make sure this gets resolved quickly for you.
We can certainly help you with this
3. Show Appreciation- Be respectful, patient and courteous with your customer. Make the customer feel that customer's concerns is important to you. Appreciated for business efforts patience and loyalty as well.---appreciate cx for business, loyalty, efforts and patience---I appreciate you working thru it
We hate to lose you as a customer
Thank you for being a loyal customer
I appreciate you bringing this to our attention
We appreciate your feedback
We appreciate your business and it means a lot to us
I appreciate you providing me that information
4. MAKE IT EFFORTLESS- Make the conversation simple and understandable for the customer by not using any technical word over the interaction. Share self help option to customer. Explain everything in layman language---simple language---Let me go ahead and pull up your account
As I can see it here
It shows here that
You can check the status of your technician any time in My Account
Paperless billing is hassle-free, convenient, green & secure
Any other questions
Anything else I can help you with
self help
5. READ ACTIVELY AND RESPOND APPROPRIATELY- Respond to every query of customer---
I can see you are contacting us for
6. DISCOVER NEEDS- Probing the concern accurately checking on customers requirement---
7. BE AN XFINITY AMBASSADOR- Share features of BAXA how to access it download and login---Some of my favorite things about (applicable Xfinity product) is that (feature/benefit) / that’s why I love my job
Mentions of Xfinity apps
8. SET CLEAR EXPECTATIONS-Share information with customer for store keep customer informed throughout---toggle--- I am scheduling
Options for you are
Does that makes sense
Next month your bill will
A brief recap
To summarize what we discussed today I am updating your account (and does add notes per e360 notes policy)
Your payment for $XX has been successfully applied and your confirmation is
We can have a tech out there for you on (date) between) (Provide all appt disclosures)
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