Customer Experience Advocate (CXA) Quality Score Card Service Behaviors- 12% 1.1 Always projected care, positivity, patience, willingness to assist, and friendliness. First Impression- 18% 2.1 Delivered a welcoming, pleasant greeting with good tone & pace that included thanking the caller, providing our brand name, your name, and a willingness to assist statement 2.2 Screens clear, up & ready to answer the call without delay & correctly captured call reason 2.3 Responded by providing a willingness to assist statement that included the elements of the call reason (apologized immediately for any stated AmeriGas errors/inconveniences) 2.4 Obtained account access information using the either-or approach that included the account number and other acct. access source like phone #/address/customer name 2.5 Obtained and used the caller's name (attempted to avoid pronouns like M'AM & Sir) Call handling- 56% Outstanding/Above Effective 3.1 Verified account name/ship-to address/cell #/ email with account owner/authorized user -account number/ phone number (you will ask to your customer) verification process Service Behaviors -Soft Skills -Listening Best Practices -Barriers to Effective Communication -Project an Attitude of Service -Consider the Customer Soft Skills -Soft Skills are behaviors, also known as "Interpersonal Skills" or "People Skills." ( the way you talk and the way we build rapor) -Your positive tone and attitude, your communication and listening skills, your willingness to help and project care, and the ability to own the customer's experience are soft skills. II On hold Hard skills -it is being thought to us. Listening Best Practices 1.1. Pay attention. 2.Give the speaker your undivided attention and acknowledge the message. Recognize that what is "not said" also speaks loudly. 1.2. Show that you are listening. 2.Convey your attention. Provide indicators that you are following, like "uh huh." 3. Provide feedback. Based on the conversation, it might be appropriate to show empathy, apologize or get clarity on what was said. Reflect information given (paraphrase) 4. Don't interrupt. It frustrates the speaker and limits full understanding of the message Always allow the speaker the opportunity to express their information fully. This soft skill is especially important to allow emotional customers to let off some steam. 5. Respond appropriately. An appropriate response to what was said might be an empathetic statement, an apology, or even a laugh! Active listening, avoiding distractions, and care for the caller's situation allows you to respond appropriately. Listening Best Practices 1.1. Pay attention. 2.Give the speaker your undivided attention and acknowledge the message. Recognize that what is "not said" also speaks loudly. 1.2. Show that you are listening. 2.Convey your attention. Provide indicators that you are following, like "uh huh." 3. Provide feedback. Based on the conversation, it might be appropriate to show empathy, apologize or get clarity on what was said. Reflect information given (paraphrase) 4. Don't interrupt. It frustrates the speaker and limits full understanding of the message Aways allow the speaker the opportunity to express their information fully. This soft skill is especially important to allow emotional customers to let off some steam. 5. Respond appropriately. An appropriate response to what was said might be an empathetic statement, an apology, or even a laugh! Active listening, avoiding distractions, and care for the caller's situation allows you to respond appropriately. example; Thankyou for calling AmeriGas this is ____ how can i help u today? First Impression Prepared and Ready Be ready to capture all information provided so that the customer does not have to repeat themselves. ➤After you have given your first impression, the customer will share the reason for the call. They may also include their name, address, or account number. ➤ This may require the use of a system notepad or a writing pad. CRM Screens should be clear of the last calls data and be up and ready to capture the incoming information. ➤Being prepared and ready for the call demonstrates professionalism and care. First Impression Responding Appropriately ➤Show your willingness to assist ➤Include the call reason in your response ➤Apologize and Show Empathy when appropriate Obtain Account Access Information ➤IVR access ➤Use either or method ➤Account #, Phone #, Store #, or Delivery Address First Impression Obtain and use the caller's name ➤Listen for how they introduce themselves and use that reference ➤Avoid ma'am and sir, Mr., Ms., or Mrs. ➤Avoid terms of endearment Call Handling Residential Account Verification 1. Ask the caller for the first and last name and delivery address on the account 2. Ask the caller for their cellphone number and email address 3. Confirm you are speaking to the account holder/authorized user verifying- from the customer confirming- from you and should be answerable by yes or no. Commercial Account Verification 1. Ask the caller for the name and delivery/service address on the account. 2. Ask the caller for their telephone number. *Most employees working in a commercial location may not have access to the company email. Email address verification is not a requirement for commercial accounts Example: sure, ill be more than happy to assist you may I have either your phone or account number that associate your account. may I please have your name okay__ may I have your full delivery address. okay thank you so much for this information for the last verification process can i get your best mobile number. Basic CRM Navigation- Account Access INTERACTIVE VOICE RESPONSE SOLD TO (Billing) - Account Number starts with "020" or "20" SHIP TO (Delivery/Service) - Account Number starts with "010" or "10" SOLD TO (Billing) - Account Number starts with "020" or "20" SHIP TO (Delivery/Service) - Account Number starts with "010" or "10" Acount with multiple tanks, 1 sold-to-multiple ship to Ex: Sold to: Antipolo Ship to: Marikina Ship to: Pasig Ship to: Manila