Beruflich Dokumente
Kultur Dokumente
Slide 3: Objectives
Then ask,
Slide Goal: “How do we resolve it today?”
Share what are the struggles that “How much do you know about the difference of Ladex,
Policy Exploration!
(if there is no available PC, print the C2 documents)
Things to prepare :
Slide 5: Policy Exploration
- Pens
- Paper cut outs
- PC/printed C2 documents (DOC-415795)
Slide 9: QV Visual Audit SAY: “What information on this page can help you gather
details on the customer’s issue?”
“What are the things that you need to take a look at that
can help you in determining a resolution on the issue?”
5 Minutes
Say: Don't make fees a big deal for your customer. Your
customer's primary concern is probably to find out what
they have to do to get restored. Empathy is important, but
if your customer is just confused, concerned, or curious
about the policy, a generic reaction of "I'm so sorry" or "I
know this is really upsetting" can actually make the
interaction more stressful for your customer. You are
helping them restore their service, and odds are good that
if we handle the situation correctly the first time that this
same customer won't be surprised if this happens again.
Slide 15: Positioning Restore Fee
Rounding up the payment and any fees - include the
restore fees on the balance on the account. Do not
separate the restore fee from the balance and focus on
the thought that it was an additional fee.
15 Minutes
Soliciting for the balance in full while providing the
benefits - make sure that you highlight the reason why we
are adding the restore fees on the balance.
Transition to Slide 16: Those are the tips that we can use
in positioning restore fees. Now, let’s take a look at the
sample verbiages prepared for us to have an idea how to
do it.
Debrief:
What are the highlights?
Slide 20: Scenario 1
What could have been better?
What options could have been provided?
Debrief:
What are the highlights?
Slide 21: Scenario 2 What could have been better?
What options could have been provided?
Debrief:
What are the highlights?
What could have been better?
What options could have been provided?
Slide 24: KEY TAKEAWAYS Say: I want to hear it from you guys on what are your key
takeaways from this training.
- Appreciate responses
- Provide the benefit of their takeaways
5 Minutes
SAY: But before we go, let us revisit some of the important
key points that we need to take note of.
Make sure that they finish it. Score will be posted in the
Pre/Post Test (QUIZIZZ) 20 Minutes
tracker.