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Properly Acknowledge Customer
Greet, authorize, empathize, paraphrase, and willingness.
Authorized users:-
Spouse/domestic partner
- Person with Power of
Attorney/Estate
- Person listed in Rio Contacts
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Use DORIS on every call
#1 quality
error is not following DORIS. |
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Upsell appropriately-
Check tags for applicable offers
- ProPlan - offer on
every technical issue, resolved or not
- Premium Pkg -
especially when they order new equipment
- Offer NFL on every appropriate call
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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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Account Comment
Comment account with root cause and
steps taken.
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Close Call and Send
Email
Fulfillment
Used on every call, unless you are transferring to an internal department (ACDT, CRG, etc).
- "Have I addressed all of your DirecTV questions today?"
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