Offline Notepad View raw

Shared snapshot

Compliance

In your own words, what does it mean to have professional conduct?

Professional conduct refers to the set of behaviors, attitudes and practices that agents uphold to maintain a positive and respectful work environment.

Fill in the blank

1 Abusive Customer 2 Slamming 3 Call Avoidance 4 Conduct 5 Cramming 6 Irate Customer 7 Adverse behavior

List 10 examples of inappropriate and unprofessional behavior.

  1. Hanging up on the customer (with the exception of abusive customer)
  2. Yawning, coaching, sneezing without excusing yourself.
  3. Chewing food or gum loudly enough to prevent being understood
  4. Using profane or inappropriate language.
  5. Using a condescending, sarcastic or hostile tone.
  6. Making remarks that may cause the customer to become defensive
  7. Laughing, talking or making inappropriate noises during calls.
  8. Placing the customer on hold unnecessarily
  9. Laughing at or making fun of the customer
  10. Ignoring a customer's request and not addressing the customer's needs.

List 10 examples of call avoidance.

  1. Sitting on a call after it has been transferred to avoid taking calls
  2. Not answering a call or sitting in an Avaya status to avoid taking a call
  3. Sitting on a call after it has been transferred to avoid taking calls
  4. Computer issues never reported by the agent
  5. Unnecessarily transferred calls back into the same or different queue
  6. Calls immediately placed on the hold and left their before disconnecting
  7. Unavailable time used categorize by agent as research or offline
  8. Unnecessary outbound calls made before break, lunch or end of shift
  9. Caller is gone but line remains open, and the agent does not release call.
  10. Setting yourself to available for a few seconds, the back to available

Explain the term slamming and provide an example.

Meaning: Slamming is the illegal practice of switching a customer's service provider without their consent.

The call: A customer receives a call from a company claiming to conduct a survey about satisfaction with their current telecom or energy provider. The caller states that the survey is part of a "consumer rewards program" and will only take a few minutes.

Explain the term cramming and provide an example.

Meaning; Cramming is the practice of placing unauthorized, misleading, or deceptive charges on a customer's phone or utility bill.

The call: A customer calls their cable or internet provider to report a technical issue. An agent takes the call and, while appearing to help, transitions the conversation into a sales pitch.

Read each response and use YES or NO to indicate if the agent used professionalism.

  1. NO
  2. NO
  3. YES
  4. NO

List the steps to follow when dealing with an irate or abusive customer.

  1. Do not wait! - Immediately escalate this call to your supervisor/manager
  2. Note the account in CXP - Note the nature of the interaction, as well as full details of the call
  3. Supervisor takes over the call
  4. Supervisor works with the customer
  5. Supervisor will advise Ziply Fiber management of the call - Supervisor will provide a summary of the call, nature of the abuse, steps taken and resolution, if any
  6. Ziply Fiber management will review and investigate
  7. Ziply Fiber management and the Legal Department will make a determination about the account

Read the scenarios

Scenario 1: GREAT JOB

Scenario 2: X - The agent should acknowledge the customer and show empathy. Also, in order to put the customer on hold, it must be only up to 2 minutes, not 5 minutes.

Scenario 3: X - The agent is just straight up rude. The agent could've made the call better if he greeted the customer first, acknowledged the issue and shown empathy. Also, if the customer is being rude or difficult, the agent must still be polite and warn the customer that if he/she will keep on being rude, you will not be able to assist them

Statement why professionalism is important.