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Properly Acknowledge Customer
Empathy, paraphrasing, and willingness. |
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Use DORIS on every call
#1 quality trend is not following DORIS. |
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Upsell when appropriate
- NFL - "I see you haven't taken advantage of our DirecTV exclusive for the NFL. Would you like me to add that for you?"
- ProPlan - offer on every technical issue, resolved or not.
- Premium Pkg - especially when they order new equipment.
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Summarize
- "Okay ma'am, I have added HBO, which starts on channel 501. You will see a partial charge to catch you up to your bill cycle, then the normal monthly charge of $13 dollars.
- "Sir, I've got that service call scheduled for the 5th. Our technician will be there between 8 and noon, and again, please make sure someone 18 years or older is present."
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Call Close
Used on every call, unless you are transferring to an internal department (Tech, CIS, CRG, etc).- "Have I answered all of your DirecTV related questions?"
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