Notes

JANUARY 30, 2023
The Care Sales Interaction Model :)

*Consultative selling
-customize the conversation (how Xfinity enhance their lives
-showcase value and expertise
-finalize expectations


BENEFITS
Customer satisfaction is measured by:
-great customer experience; leads to - TNPS (Transactional Network Promoter Score)
-needs; quality and sentiment scores

GOAL: EXCEMPTIONAL CUSTOMER EXPERIENCE
Bill, fixing service, general help (customer is always your focus)
*Discover needs of clients
- suggest ways to maximize their overall Xfinity Experience
-review tools to help maximize opportunities
-collaborative interaction

What does it mean to provide Xfinity's product or services as a solution based on the customer's needs, and how does that sounds and look?
-providing a solution is as simple as recognizing the customer's needs
(e.g. such as how they can benefit in adding internet speed to enhance their daily lives)
-learn your customer Jermaine (review account of customer and resolve his issue for calling - he needs to have additional internet speed)
-maximize tools and behaviors

BENEFITS OF PROVIDING SUGGESTION
*Creating a great customer's experience
- adding value creates a great customer experience and improves overall net score (NPS).
*Supporting your metrics
-adding value also positively impacts the way that Xfinity customer satisfaction is measured through TNPS, RGUs and FCR. (Transactional Network Promoter Score, Revenue Generating Units, First Call Resolution)
*Be an Xfinity Ambassador
- as an Xfinity ambassador, educating the customer on the value of the additional services available to them helps them to maximize their overall Xfinity experience.

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Connecting to Xfinity's customers :)


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Customizing the Conversation Introduction
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What Products or Services can enhance the customer's user experience?

Einstein360's Next Best Action (NBX) provides recommended actions to pitch service upgrades to customers. These service upgrade recommendations are specifically tailored to the customer you are assisting, making it simple and easy for you to customize the conversation.
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