|
Pregunta
|
Respuesta correcta
|
How do I open the call? :
|
Thank you for calling AT&T my name is mike |
Is it important to call the customer by their name? :
|
Yes |
How many pillars does the Promise structure have? :
|
6 |
Two words that we must not use when empathizing with our customers :
|
I apologize and I’m sorry |
How many minutes can I place the customer on hold for :
|
2 |
What is required QA score ? :
|
85% |
|
Pregunta
|
Respuesta correcta
|
What does k&E means :
|
Knowledge and expertise |
Being the friendly expert can help you with what metric from voc :
|
Knowledge and expertise |
If I follow WFE step by step that will help me what part of the QA monitor :
|
WFE conformance |
give examples of self help options :
|
Att.com/unfix, channel 411, My Att app and shm app |
How do I ask for additional issues? :
|
Is there any other AT&T entertainment need I can assist you with |
Why is the recap important in a call? :
|
To confirm our resolution and to help the customer remember any other issues |
The closing is composed of 4 things :
|
CX name, brand AT&T, your name and a good bye |
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