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Goal>we connect with them, have great conversation and add value.
O-open the call with a smile.
U-use a polite, confident and friendly tone throughout the conversation.
R-recognize customer's preferences and the free information they are sharing.
H-hear and listen to understand what they needs. (stay focused, and appropriate verbal nods).
E-empathize with what they are going through.
A-accept ownership of the action to help. (confidence counts, under promise, over deliver. talk about what you can do) Sandwich approach-positive, negative, positive.
R-resolve accurately and with a sense of urgency. Find a solution as best as you can. (would you mind if I placed you on hold on a brief hold to research that further.) Inform, Estimate, ask if it's okay, thank /proper hold/
T-thank the customer for giving us a chance to help and offer self-help option. (summarize, confirm the actions taken, offer self-care, thank the customer, place accurate notes and select the correct call codes) Self-care-"anytime, anywhere".
S-send them off on a positive note (It's been a pleasure assisting you today).
OUR HEARTS: BECOMING A VIRGIN MEDIA PROMOTER
Recognized for your Brilliance: How we know You're Star
The Voice of Our Customers: NPS-Net Promoter is a ground-breaking approach that links customer experience to growth.
Steps: 1. ask cx's what they think of the experience we're giving them, 2.
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