VOICE UPDATES
Contents
LINKS
OTHER UPDATES
- TEAM DAILY UPDATES
- CASES UPDATES
- TIER 1 AU UPDATES
- SYSTEM EVENTS (AU) TEAM UPDATES
- LOSS CASE TEAM UPDATES (AU)
SALES
KEY CUSTOMER SERVICE SKILLS
1. Patience – Do not interrupt the customer
2. Active Listening – attentiveness
3. Build Rapport – engage with your customers
4. Positive Scripting – respond with positive statements/words
5. Resourceful – use all tools to review and check account
6. Empathy - understand and share the feelings with the customer
7. Extra Mile – provide info needed without customer’s request
AU ASSIGNED TASK
SALES STRATEGIES
CALL FLOW
OPENING
1. Always greet the customer with a warm welcome and with a smile.
2. Positive tone of voice that shows or project our willingness to help.
3 1st 10 seconds is the first impression to the customer.
Adhere to the greeting script. (Sample spiels below)
“ T h a n k y o u f o r c a l l i n g , t h i s i s ( N A M E ) . C a n I h a v e y o u r n a m e p l e a s e ? H o w a r e
y o u d o i n g t o d a y ? ”
