Notes

Matthew@633


"i understand that your calling for.......
"allow me to check on some options here for your radio...

" Let me look that one for you"....

"I understand that this still might not be good for you but actually this is the BEST plan for your radio... Imagine instead of paying ....by having this promotion you'll have a savings of........

"it is my pleasure assisting you today...
" have a wonderful day"....
" that's awesome, Wow amazing!!"

"Im sorry for taking too much of your time and I really appreciate you for staying calm and nice through out the conversation. Thank you and have a good day, Merry Christmas to you and to your family."

"Dont worry, ill be the last person you're going to talk to regarding this concern"


FP - FP
"ARE YOU LISTENING TO HOWARD STERN, SINATRA OR BEATLES?"
if not "OFFER FULL PRICE M&E OR MS WHICHEVER IS APPLICABLE"

FOCUS ONLY ON CX's INQUIRY!!!
DO NOT OFFER PROMOTION PROACTIVELY!!!
DPDA!!!
AEA!!!
LOE!!!!!
IR!!!!!

OFFER STRATEGIES!!!!
1. Full price incoming plan - FP MS
2. Inc.plan same plan/promo- look for it - give it to cx
3.
* Incoming Plan Promotion - Offer take rate 1
* Advantage Eligible - 4th offer with M$E offer ($6 MER offers)
* Incoming Advantage Cxs - check 4th offer page with MS offers (6$ MER offers)
4 Bundled Strat.

MTD 12/09
Cx Rate: 20% / FDD 100% / MER 5.42 / BCR 80% / FP 0% / MER sale 9.00 / Netsat 33.33% / IR 66.67% / LOE 50% / AHT 16.24

*DEMO ACCOUNT!!
- ACTIVATE TRIAL (PLATINUM)
*SIRIUS SIRIUS - UPDATE THE ACCOUNT UNDER THE CXs NAME!!!!!
* USED CAR under DEMO, IF NAME under other ACCOUNT, no to VERIFYING THE ACCOUNT, PARTNER WITH CHAT SUPPORT!!!!


"Im going to apply this one for you..."

How was your weekend?
its okay, its not always a happy day..

Acknowledgment statement

CSAT!!!!
Your
Awesome
Communication
Knowledge
Understanding
Listening
Time to Resolve


AEA
CANCEL
It is sad to hear that you wanted to end your service, but no worries, I can definitely assist you with that.

- (price) I understand that you wanted to close your service because of the price. I know how it feels to pay something that is out of the budget. Since you got me on the line, I can definitely help you about it.





- (not listening) I understand that you wanted to close your service. I know how it feels to pay something you are not always using. Since you got me on the line, I can definitely help you about it.

- Thank you for bringing this to our attention/ Thank you for sharing this with me, I'll be more than happy to help you with your concern. (general)





- But may I know the reason why you wanted to close/end the service? Are there any changes as to why you're not listening or using the service that much?



RENEWING SERVICE

- Thank you so much for staying and renewing your service with us. (We value you as our long-time customer.) Since you got me on the line, I can definitely help you about it and check available plans that may work for you.

- Thank you so much for staying and renewing your service with us. (We value you as our long-time customer.) I'll be more than happy to assist you and check available plans that may work for you.

- PROBING

To make sure that I’m giving you the right plan, can you tell me what are your favorite channels?



RADIO NOT WORKING

-I apologize for the inconvenience that you are experiencing. I know how it feels to pay something that you can't use. No worries, since you got me, I'll go ahead and check available options of what we can do to make it work. I can definitely help you about it.

-I apologize for the inconvenience that you are experiencing. No worries, since you got me, I'll go ahead and check available options of what we can do to make it work.





- Thank you for your time in bringing this to our attention.



BILL WENT HIGH

- I understand that you're calling about your bill, no worries, since you got me, I'll go ahead and pull up your account so that we'll know what happen.

- (CEP-DPDA)



IDLE

I'm sorry but I can't hear any response. If you can hear me please call us back at 1-866-635-2349.

FDD

-but we can maximize your payment at the end of your subscription.



VALID CHARGE

customer is disputing the charges charges:

we consider that as a valid charge since the service has been used. (wait for the response of the customer) but no worries i can speak with my higher support and check what we can do. may i place this call on hold for about a minute or two. i'll get back to you shortly.

after making adjustment:

thank you for patiently waiting on the line, good news! my higher support gave me the approval to make adjustments on your account as a one time courtesy credit.

TRANSFER TO ATS

I will transfer you to our advance technical support, rest assured that you will not need to repeat yourself. I'll put correct notes on the account about the situation.



Triad with TL Joy (LOE hit)
1. dead air
2. verbal collision
3. managing resistance

Coach Carl
*whenever you pull up the account, inform the customer that his account has been pulled-up to avoid silence.

Main Opportunity
*Check billing history.
*Check payment method.
*Offer strategy
*FOCUS ON CX CONCERN and everything will follow!!!!

TL Jhoi/Coach Carl
*Check what's happening on your customer's account.
*You need to own your customer's account.
DEACT – 2
Streaming deact -
FDD –
MIG – 16
FP-FP –
FP-PR – 7
PR-PR – 9
FPTR –
VR DEACT -
CLEARED – 3
BAL OPPS – 3
RE SALE – 1
RE OPPS – 6
CONV CLOSED- 1
CONV OPPS – 2

h6nt5ah4

076817690012 ford fusion

Coaching Session with OM

Friction point :
Acknowledgment.
Lacks of probing question.
What could have done better?
Educate the customer that yes you understand the concern.
Provide Resolution information.

Ronabelle Javier 1/4/2023
Call Summary :
The customer called to inquire about his bill, I acknowledge his concern and proceed to the billing history. I do DPDA and educate the customer about his balance on his account because the payment didn't push through. The card on file is already expired and the customer kept on insisting that the card on file's expiration will be on March 2023. I offer the customer to update his card to clear his balance, however the customer want to do that online. So i did not make any changes on his account. End of call.

Commitment :
Thank you for the feedback. I will apply all of learnings today on how will I handle this kind of call. I will properly educate my future customers with an expired card on file that the one that we have on our system is not updated and needs for an update before i proceed to collection of payment.


TL LANIE 1/11
COACHING - BILLING (about the charges)

1. As you are explaining the charges to your cx you have to Create an imaginary timeline so that your cx can follow your explanations.

2. Ask probing questions like "as I may ask, may I know what are those charges that you are referring to?"



Call Summary :
The cx called about the charges in his account. I acknowledge his concern, pull up the billing history and have the DPDA. The cx explained the months that he has been charged so I review his billing and explained to him that his trial extension runs out and roll-over to regular rate that's why he has been charged. The cx ask for a refund amounting to 27dollars and i educate his that those charges were valid. I communicate this to my supervisor and approved the adjustment. The cx was satisfied with the adjustment amounting to $20. End of call.


Commitment :
Take notes of my opportunities on this call even the strategies that my supervisor taught me. I will apply my learnings today on how to create imaginary timeline to my future customers upon discussing the billing history and to ask targeted questions regarding the charges.



















CALL LISTENING 1/11/2023
Call back cx
I understand that you've been that long on the line and it has been disconnected I know how frustrating it could be.
Since the previous call have been cut-off, May i know what is conversation about?