1) What should a greeting include? Could you please share the greeting you use? 2) What should be utilized throughout the interaction? 3) A customer calls in to report a MPU, what kind of Value can you provide? 4) What are the requirements for collecting and verifying customer information? 5) How long after you put your customer on hold should you check in? 6) What is a value statement, and when should it be implemented into your call? 7) What is effective listening and what does it consist of? 8) CRR must refrain from having "dead air" longer than how many minutes?  9) What is a loyalty statement and when should it be provided? 10) True or False- If a customer has an online account set up, can you still use the online portal as a value statement?  11) When should ownership be provided? *Provide an example of an ownership statement you use during calls. 12) What is required when confirming ACN? 13) What is ACN an abbreviation for? 14) When is it appropriate to offer empathy? 15) Agent must verify that ACN has been updated within the last XXXX days. 16) Our closing statement should consist of what when transferring to a different dept. ? 17) What are the key components of professionalism?

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