Verification
Sub-Topics
i. Outbound Verification - When returning calls to customers, we won’t be needing their verbal password, we just need to ask who we’re speaking with. If it’s customer 1, 2 or a caller with a Power of Attorney. (Document seen on the account) - We must also not forget to ALWAYS state that we're on a recorded line
Agent: “Thank you for picking up, I believe you’re expecting a call back from us?” Customer: “Yes, I want to make some changes with my Alder account” Agent: “I can definitely help you with those changes, but before I do that, I’m Anthony with Alder Home Security on a recorded line and I’m going to need your full name to make sure I'm on your account. May I have it please?"
After the customer gave those, proceed with the call, for the only difference of doing outbound calls is just limited only to the introduction.
P.S You can ask for their VP if there are Major changes that they'd like to do in their account such as cancellation, contract renewals or Verbal Password/panel code changes.
-We need to make sure prior to transferring customers in a different department that they are FULLY verified. So that when we transfer them, we'll just tell the agent receiving the cx that this customer is FULLY verified with the VP or Panel Code.
ii. Transfer TO or FROM Another Department
Agent: "Hi this is Anthony from Customer Relations and I have a FULLY VERIFIED CUSTOMER here with Account number 123454. She's calling about ...."
EXAMPLE:
If you're receiving the call, always make sure to ask from the one who's about to transfer if the customer is Verified with the Verbal Password or Panel Code okay?
Now, practice real quick....
