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OWN IT-Follow the required ITG. Use tools effectively and showed Can Do Attitude over the chat, reach right person.
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.
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.
READ ACTIVELY AND RESPOND APPROPRIATELY- Respond to every query of customer.
DISCOVER NEEDS- Probing the concern accurately checking on customers requirement.
BE AN XFINITY AMBASSADOR- Share features of BAXA how to access it download and login.
SET CLEAR EXPECTATIONS-Share information with customer for store keep customer informed throughout, toggling.
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XM:-
While checking your account I have got an amazing deal for you, which will save you dollars on your monthly phone bill. You are eligible to get all way free of cost iphone SE 64 GB 5g phone, Xfinity will credit you the total device retail value. You can opt it by paying $17 for 1 GB and $45 for unlimited by portin to Xfinity from any other service provider.
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Closed Script :- Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?
Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.
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