Avoid using the term "credit" during calls; use ADJUSTMENT INSTEAD
As by the client rolled out:
"Additionally, Finance of Cricket Wireless has asked us to stop using the word ‘credit’ and start using the word ‘discount’. We will be moving toward relabeling our credits as “courtesy discounts” when speaking to customers and presenting information on bills. This is due to the tax treatment of credits vs. discounts. Since most of what we do is offer discounts to customers for retention, or to compensate for an experience issue, we need to start calling these courtesy discounts. It will ensure we can apply the appropriate tax treatment, which will help our OIBDA in an AIM environment, since discounts reduce the taxable base.
Please make sure all the agents know to do this."
**so that means we need to do it** =-=-[Cx0sama21]
GUIDELINES BFORE YOU SUBMIT A TICKET OR ESCALATE AN ACCOUNT (PLEASE CHECK IT FIRST) FYI: Check if this will work first... FOR MISSING FEATURES before FILING THAT ERMA. Check the links: http://www.box.net/shared/9ovqc024ky2zcjbajh2c
Payments (PRSA and Refund request)
PRSA
• Agents must not file tickets if the payment was made less than 48 hours
o Inform the customer that the payment will be posted within 48 hours
• Agents can freely file PRSA for misapplied payments
• All agents must place notes on the account that a PRSA or RR was made
Refund Request
• Duplicate payments
o The customer must call VESTA first and see if the other charge is on hold.
o VESTA can release the hold so that the customer will not be charged.
• Refund timeframe 10-14 calendar days.
• If the customer lost the card the agent needs to place under the comments field that the card was lost and the refund will be mailed in as check.
• We do refund service
• Equipment purchased from stores cannot be refunded over the phone, the customer needs to go back where they purchased it.
• We do not refund fees
• The customer needs to contact their bank for fraudulent claims, The bank will then communicate with cricket to have the payment reversed.
• PWH or CPE activations cannot be refunded.
OTTO
• No recommended turnaround time frame as of the moment.
• Great improvement with the number of tickets
• Pasig improve with invalid tickets from 2% to 1% last July MTD
Android
• If GMAIL account has not been set up the ticket will be automatically tagged invalid.
DOWNTIME SPIEL (to pacify customers- version 2) I'm sorry. We are currently performing system maintainance reagrding (ISSUE) and as a result our (FEATURE) is not working for most of our customers. I am unable to assist you for the troubleshooting procedures at this time due to this outage.
Referrence for ERRORS in TOPPING-UP ACCOUNTS:
Sample of a USEFUL SCRIPT:
Another helpful script that you might wanna get in to/ use on your next call... UPDATES/ tips in getting a goof FCR SCORE IN EACH INCOMMING CALLS---
**FINISH THEIR CONCERN ON YOUR END so they will not call back and affect your score. This includes POST CALL NEXT STEP INFO'S that the customer need to know and other facts about their account. TO SIMPLIFY AND NOT TO MAKE YOUR HEAD BLEED IN CHECKING EVERYTHING ON THE CALL IF YOU GOT THEM COVERED FOR THEM NOT TO CALL BACK; here are some simple guidelines:
-=-=-FACT FINDING/ PROBING QUESTIONS (use this to avoid dead air as well)-=-=-
1. IF CUSTOMER DIDN'T INFORM THE LAST TIME HE CALLED
While I'm pulling up your account, May I ask if this is the first time calling within the day regarding this concern?
2. IF YES:
I'm sorry to hear that, Mr.___ to ensure quality of service, all calls are recorded. Is this the same phone number that you have used during the last time you called us?
If yes--- proceed with the call flow
If not--- Ask for the phone number that he's using. "would you mind giving the phone number that you're using right now?"
-=-=-TROUBLESHOOTING PROCEDURES (use this to properly state the detail of your resolution)-=-=-
1. IF HE'S USING THE PHONE
Since you're using your phone; we can manually program the phone (VERBALIZE EACH STEPS)
2. IF HE'S FOLLOWING REAL TIME INSTRUCTIONS
Now that we have complated each process; can you try sending a text/ calling a number/ activate the phone?
3. IF IT STILL PERSISTS
I need to escallate this issue (GO TO OTTO)
-=-=-CLOSING SPIEL-=-=-
"Did I resolve your issue today?"
(FOR CALLS LIKE OTTO/PR/TRANSFER NEED TO GO FSCS; USE THIS SPEIL:)
"The resolution I can provide today is to (STATE YOUR ANSWER)
If you feel that the customer has a lot of issues after ending the call/ If the customer is the ISSUE HIMSELF... It is advisable to use this script:
"AND TO SAVE YOU FROM CALLING US BACK; IS THERE ANYTHING ELSE ASIDE FROM (THE CUSTOMER'S CONCERN)? "
or use the normal one if the call is not that complicated/ or if you feel that the caller is "not-that-demanding"
"I'm happy that I have assisted you today; don't forget to (RESOLUTION PROVIDED). Is there anything else that I can assist you today?"
DEESCALLATION Script:
DEESCALLATION SPIEL =D (to avoid frustrations) Here are a few possible responses and the Psychology behind them:
"Given a chance, I'll be glad to assist you with your query, after which if you still find the need to speak with a supervisor I will transfer the call."
Mr. /Ms. _____________ I will be glad to assist you with your request, after which if you still need further information or assistance I will transfer you to my supervisor. How can I assist you?"
These work because customers most of the time would want to talk to just one person and will want to get help wherever they can the fastest way possible.
My name is ______ Leave your query/ request with me and if I do not deliver on my service commitment to you then I will be glad to connect you to my supervisor. How can I help you?
More techniques in COACH: Ref ID: 20050 Pub Date: 4.9.08
Thanks To coach Alfredo G. Cano for the update =D
