Beruflich Dokumente
Kultur Dokumente
1.0 Customer Experience 1.01 ACTIVE LISTENING: The CSR gives their full attention, allows the customer to fully explain and engages the caller by using effective fact finding to get pertinent information to provide resolution
CSR demonstrates they clearly understand the caller by paraphrasing and/or appropriate clarifying questions CSR uses appropriate verbal queues; Yes, I understand, Okay demonstrating engagement No interruptions and/or over speaking or CSR waits for customers answer before moving on to the next question Try not to assume the needs of the caller. Repeating or reconfirming information throughout the call i.e. did I already ask for your postal code? , can de monstrate a lack of focus.
CSR demonstrates an understanding and appreciation of the impact of their tone, voice quality, and pace of speech has on demonstrating engagement.
Be friendly, it is possible to remain professional and courteous and still be friendly. This is easily achieved by using good inflection and modulation in your voice, by showing an interest in your callers conversation and by sharing laughter and lighthearted moments when the opportunity to do so arises during the call. CSR provides responses that are concise and easily understood by the customer Does not speak too loud/soft or fast/slow for the customer, matches the customers pace CSR sounds interested and it is reflected by the verbal queues on the call
1.04- Did CSR provide Confident and Timely responses throughout the call? **No hesitation**
Responds to customer queries in a manner that instills trust and puts caller at ease Provides prompt responses to customer queries CSR came across as very knowledgeable CSR responds without hesitation in a timely manner It is okay when you dont know the answer as long as you confidently reply you will find out the answer. i.e. Thats a good question, let me find that out for you. Provides answers with a reasonable amount of confidence by communicating answers in a convincing fashion. The prospect of a repeat customer call unlikely not impacting customer experience or call handling time
1.05- Maintains Positive Attitude/Respectful - does not fall for emotional hooks (no condescending, patronizing or sarcastic comments)
Did the CSR emulate Reliance Values of: Treats others as they would like to be treated Acts as an ambassador for Reliance and has a passion for the business CSR has a positive, mature and responsible attitude towards needs of the caller and the Reliance image
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2.0 Process 2.01- Being prepared to take the call & Delivering Standard Company Greetings
The greeting of the call needs to be pleasant, informative and brief. You should be clear & have a smile in your voice when offering the greeting. Believe it, a smile can be heard and a smiling voice is more welcoming and relaxing. Your caller will subconsciously appreciate it. All applicable systems up and ready, greet the caller immediately when presented with the beep no food in mouth, headset on, mute button off This is an example of effective greeting: Thank you for calling Reliance my name is.. How may I help you?
Account Holder
Other
Commercial Account
update as required
update as required
update as required and only if speaking to someone who has the authority/responsibility of receiving the bills account holder's name, full address with postal code, OK if postal code not known.
account holder's name, OK if account holder name not known if call is for service. full address with postal code. OK if postal code not known.
Second level of telephone authentication, numbers, ask for or confirm email ask for
full address with postal code, OK if postal code not known, telephone numbers, ask for or confirm email
Remember if an update to the email address is required, CSR should check to see if account is paperless, if it is then the CSR must also update Kubra. Unparsed information must be fixed - refers to misplaced information (where the house number and or unit number is in the street name field) Verification of email, offering CPP and offering current initiate (paperless)is not required when call pertains to an existing service call CSR should use judgement to determine if they can proceed. An example of where you should ask the caller to find out necessary info and call back would be - an owner who can't provide you the specific address of their property.
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Account Holder
Other
Commercial Account
Yes as applicable. If accepted be sure that email is verified and updated as necessary in Kubra
No
Only if speaking to someone who has the authority/responsibility of receiving the bills. . If accepted be sure that email is verified and updated as necessary in Kubra
All Call Types - only offer paperless after customer concern has been addressed. It is acceptable to offer/speak about/introduce paperless in order to fill dead air, for example it would be OK for a CSR to speak about paperless while completing the set-up of a service order. All Call Types - if during verification the caller says no to email because they dont have a computer or email address you are not required to offer Paperless
All Call Types, except for Service: CSRs to include a Rebuttal to Paperless Offer, unless customer replies adamantly saying No when offered paperless.
All Call Types: Paperless Scripting to include a presumptive offer. See example of acceptable scripting below Example 1: Transition scripting
Mrs. Smith, Ive noticed youre not on Paperless billing like most customers, lets get you set up Mr. Smith, while Im finalizing your request Ive noticed youre not on Paperless billing like most customers, lets get you set up Mr. Caller I see you are not currently on paperless billing, let me set that up for you now.
2.06- Correct Closing i.e. Thank you for calling Reliance / Further Assistance
The closing of the call is equally important as the greeting, as it leaves the customer with a final and lasting impression of the interaction and of Reliance Home Comfort. The closing, just like the greeting, should be pleasant, brief and sincere. Pleasantries at end of call are always a nice touch. There are instances where offering further assistance is not appropriate, for example: CRS call where follow up is absolutely required or ETA call for service where a definite arrival time has not been provided.
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Closing Statements
Thank you for calling Reliance, have a nice/great day. Thank you for choosing Reliance, have a pleasant day/evening. We appreciate your business @ Reliance. Thank you for calling
3.0 Revenue Generation 3.1 Was a Feature and a Benefit provided (pitch) SALE
CSR must attempt to sell a CPP to all qualified account holders and include in their pitch features/benefits of the product. It is not enough to just ask the customer if they are interested in signing up for our comfort protection plan. CSR should provide a benefit or feature of the plan when promoting. I.e price, piece of mind, worry free, etc.
Account Holder
Spouse (named or not named on the account) Yes, if CPP applies. Can also offer to any owner. This could be a sibling, child, parent etc..
Other
Commercial Account
No.
No.
The account holder is considered qualified if:: They are the home owner- this can be identified by asking or in the owner field in the Overlay Lives, or will live in a qualified area- must show as applicable within the Overlay or on the CPP availability chart on One and Sold page of Reliance net. On a moves call CSR are required to ask even if RHC does not have a water heater at the new address, but where all other conditions are met. Has qualified equipment- forced air gas furnace, air conditioner or boiler Does not currently have a CPP, Tarrion warranty, a rental HCOM system or Reliance warranty Caller does not have to have a current account with us, they could be moving into an area where there may not be a rental but where they still could still have a CPP. Note- it is not required to offer CPP if customers issue is not resolved, the customer is irate or if the call needs to be transferred to another department or if calling about an existing service work order. For example, if customer has an
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Here are some examples of sales pitches 1. While I am setting up your service call I noticed that you have not taken advantage of one of our comfort protection plans. Did you know that for just $0.45 a day, you could be protected when your furnace or a/c breaks down? It is getting close to furnace start up season. Have you thought about purchasing a comfort protection plan so that you are covered if there are any issues once you turn it on? That way, you will not have to worry about not being covered and having to pay out of pocket especially since it takes 21 days to activate a plan. While I am looking into your issue for you, I was wondering why you have not taken advantage of our comfort protection plan.
2.
3.
Use probing questions (open and close ended) to determine your customers needs, then associate their needs to a product feature and present it as a solution. i.e How old is your furnace/ac? What type of repair and maintenance and maintenance have you had completed in the past 12 months? Do you have a plan should something go wrong with your furnace or ac?
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1 - When selling a CPP upgrade or completing a downgrade a welcome package is not sent. Therefore please do not include the part of #4 above that reads We will be sending you a copy of terms and conditions within the next 3-5
business days. This will include a full list of all parts covered. Please continue to complete all other parts of the script.
2 On a Move Call where a CPP is sold you cannot always say that a welcome package will go out within the next 3-5 days and that the start date will be 21 days from today. Refer to the following and advise the customer accordingly when completing the CPP Sale Verification. The welcome package will be mailed to the customer within 3-5 days of the possession date of the new home if a future dated move and where there is a rescind period active in 21 days from the move in date The welcome package will be mailed within 3-5 business days of the current day if the date of possession is in the past. The welcome package will be mailed to the customer within 3-5 days of the possession date of the new home if a future date move and where there is no rescind period active as of the move in date Failure to complete 3.03 correctly will result in forfeit for section 3.0.
4.02- Hold etiquette- provide explanation, obtain consent, refresh in timely manner and thank for holding 1) Ask permission prior to placing a caller on hold. i.e I will look into that for you. Do you mind if I place you on hold while I do this? 2) Advises why the hold is necessary, i.e I will look into that for you. Do you mind if I place you on hold while I do this? 3) When placing a customer on hold to investigate an issue CSR should communicate the expected length of time. (not required on a transfer as CSR should never wait longer than 2 loops of the message) Waiting only 2 loops is not the expectation when transferring to CRS. In escalated issues it may also be necessary to wait more than 2 loops (i.e. competitor at door and trying to transfer to RISA) 4) Thank the caller for holding Transfers: When transferring where paperless is applicable always inform if paperless has been offered to the receiving CSR. Misplaced Queue calls, where a transfer is necessary for calls received in the wrong queue, CSR need only to verify,
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4.03- CSR responds with a sense of urgency to get the job completed
CSR is moving the call forward towards next steps (solutions and/ or options) with a sense of purpose to resolve the task or issue at hand. CSR does not delay the call.
5.0 First Call Resolution 5.01- Take ownership - Offers appropriate alternatives and/or solutions.
Call ownership is defined as a commitment to solving the customers issue on the 1 contact. First Call Resolution where possible the CSR anticipates/understands the customers needs and proactively/reactively addresses issues to ensure that they do not need tocall a second time for the same issue.CSR ensures that if the issue at hand is an issue, they can resolve it. CSR takes responsibility for the issue and resolves it, or at least follows as far as their role will allow them to go. CSR addresses all issues relevant to the caller and to their area of expertise. If a disconnect occurs CSR should attempt to call the customer back
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5.02 Customer issue directed to appropriate departmart/person without resistance 5.03- Summarizes procedures, solutions or fixes pertaining to customer issue - Recap solution (if action was required)
Reconfirming the offered resolution is required at the end of the call by stating the action taken. Ie. Is there anything else I can help you out with today? Okay, I have set up your service appt for today, between 1-5 . Recapping the offered resolution is only required when further action is to be taken or something is completed by the CSR (i.e. swo, move processed, account adjusted etc). Recapping is not required if an CSR is simply providing general information (i.e. mailing address, account balance, fax number) and no further action is required.
5.04- Reiterates any commitment to contact customer verifying date and time and provides expected response time
Primarily pertains to CRS CSRs, as follows: Follow the applicable CRS flowcharts available on the Reliance Net. Set the expectation with the customer with a follow up date and time and call back customer as promised regardless if issue is resolved or not Mr. Singh I am still working on your case however I have not received a definitive ans wer as of yet, however rest assured I am still working on your case and will let you know a response as soon as possible
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