Metric Book in chatting · Offline Notepad

This is accessible only inside citrix. This is your metric book

If you feel lost on the conversation. Check the new path to resolution
Build a connection to customer first before executing your solution, this way the customer will remember you not as a representative, but a friend (CSAT Trigger), if you're having struggle on this part, you can do the basic on where asking the customer " How's your day going?" But make sure this will be executed positively, baka kasi galit na itatatnong pa, you can revise naman
If you think it is dead end and planning to own the no the customer, consult to us first, post it at your GC or you can PM me as well
Do not end the conversation on were the customer was not satisfied, this is red flag. Follow check tip # 2 dito
Make sure to acknowledge every customer's responses, instead asking for some time (Please give me atleast 2-5 minutes), why not provide some rapport or topic like some events this 2023, this will gonna connect at Tip #2 as well
Make sure to to provide proper probing question that is related on customer's concern, don't assume and lost on track
Always think on a positive way, make every chat count, quality vs quantity, huwag basta pakawalan ang chat since 1CC, response on timely manner, this way save na ERT nyo, ma peprevent nyopa na mapunta sa parking lot yung conversation
Don't be afraid if customer is angry, pacify the customer first before providing any solution.