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Transcript

The Cove Call Flow

The Cove Call Flow

The Number One secret to providing quality customer service is CONFIDENCE. Confidence is built through the repetition of successful actions that lead to desired results. The purpose of Cove's Call Flow is to build your confidence through effective repetition that exemplifies Cove's number one goal, to provide World-Class Customer Support through 4E Experiences.

Greeting

Verification

Issue Identification

Resolution

Closing

Greeting

When opening a call or greeting a customer you must be friendly and professional. Tone is important. Open the call with enough enthusiasm and energy that you can maintain throughout the call.

Opening

Branding

Introduction

Ask for the caller's name.

Greeting

Inbound Opening Spiel is what we use when we open an incoming call.

Inbound Spiel

We use callback spiels when we receive in queue call backs or manual outbound calls.

Callback Spiels

Stating that you are calling from a recorded line is important when making outbound calls. This is to ensure consent and awareness.

Verification

We protect our customers’ accounts the same way we protect their homes. This is why we verify the customers’ accounts before providing account specific information or making account specific changes. The verification process is as is, no ifs and no buts.

Let's get to know how to verify a caller!

We verify using the following:

  • Safeword
  • Master Passcode
  • Alternative Verification

Verification

SAFEWORD orVERBAL PASSWORD

MASTER PASSCODE

ALTERNATE VERIFICATION

This is created during the account creation process. The customers know this and will have access to this in their emails. We ask this when they call us, the monitoring station also requests this when an alarm even occurs.

In the event that the customer cannot provide the safe word, we ask for the Master Code which is a 4-digit pin that they use on their system.

If the customer still cannot provide the above-mentioned, we ask for the following.The customer must provide three out of the following information:

  • Last four digits of the card on file
  • Monthly Monitoring Rate
  • Email address
  • Emergency Contact

Verification

Account Holder

Non-account Holder

First Responders

If the caller’s name matches the account, you may ask for the verbal password or safe word automatically to verify. If they are unable to provide it, you may proceed with the rest of the verification process.

There are calls where the caller is not the account holder, in this case, you must ask them to provide the account holder’s name and their relationship to the account holder before you proceed with the rest of the verification flow.

HOW TO VERIFY A CALLER

In the business of security, we will eventually take a phone call where a first responder is on the line. Here are a few questions you could ask:

  • What's your badge number?
  • What station are you with?
  • What hospital are you with?
  • What organization issued your EMT certification?

Issue Identification

Types of Questions

Smokescreens

SilentObjections

Questioning Techniques

STATEMENT

OWNERSHIP

CALL

SKILLS

PROBING

ACCOUNT INVESTIGATION

OBJECTIONS

Ownership is divided into two parts - statements and call ownership.

Probing questions are a set of questions ranging from open-ended inquiries to close-ended clarifying queries that are designed to gather information leading to the customer’s real concern.

Account investigation discussions are crucial for identifying and resolving issues. Account investigation requires the following skills:

  • Keen on details
  • Critical Thinking
  • Expert Product Knowledge

It is important to identify the customer’s objection since this helps us provide lasting resolutions. Knowing how to get past the smokescreens and understand the customer’s real objection can be tricky.

These are excuses that customers use to misdirect you from their real objection.

Silent Objections – these are your customer’s real reason for calling. They normally fall under the following categories:

  • Do not trust
  • Do not understand
  • Do not see the need/value

Resolution

Providing resolutions can be exciting. Some resolutions may not be what the customer expects to get and with that, how we deliver and position the resolution matters. One important skill is the ability to Build Value.

building value

Closing

closing

survey

conclusion

Once all matters are resolved, a call is concluded and closed. The closing part of the call is just as important as the rest of the flow, this helps create a lasting impact for our customers.

Owning the Call

Owning the call is ensuring that the resolutions do not just address the current customer issue but also address all potential issues that may arise. This aligns with the 4Es as accountability and taking responsibility of the interaction and resolution makes the current interaction and all future interactions easy, enjoyable, economical, and excellent.

Ownership Statements

Ownership Statements are clear and empathetic expressions made when addressing their concerns, inquiries, or complaints. These statements convey a sense of responsibility and commitment from the customer service representative toward resolving the customer's issue or providing assistance. This helps us display empathy, acknowledgement, and assurance.

  • EMPATHY
    • Empathy is the ability to understand and share emotions or feelings. When customers call in, we must have the intent to actively listen to empathize appropriately.
  • ACKNOWLEDGEMENT
    • Acknowledgement shows the customers that they are heard. This also aligns with the 4Es in making the experience enjoyable. This makes the interaction more personal and the assistance intentional.
  • ASSURANCE
    • Assurance helps ease the customer’s worry or frustration, so it is also a best practice to provide assurance that you are focused on them and finding the best possible resolution for their concern.
  • TAKING RESPONSIBILITY
    • By taking responsibility for the entire interaction, this helps demonstrate how dedicated we are to providing world-class customer experience.

When displaying ownership, you must be able to show the following:

Open-ended Questions

open questions are general questions about the customers' concerns. These questions help us get more details, more information, and a clearer view of what caused the customer’s concern.

Sample: “Can you tell me more about it?” “Can you describe to me how it looks?” “Can you explain to me what happened?”

Close-ended Questions

close questions are answered by yes, no, or fixed and specific responses.

Sample: “Did you turn the panel on?” “Did you use the card ending in 0000?” “Has this happened before?”

Clarifying Questions

clarifying questions are simple questions of fact. These are used to verify information that helps eliminate misunderstanding.

Sample: “I want to clarify; you mentioned that the purchase was made yesterday?” “Just to check, the app has been downloaded, right?”

The funnel technique lets you start with open general questions, then gives you the opportunity to ask follow-up and clarifying questions. Then close-ended questions can be used to conclude your probing before transitioning to investigation.

FUNNEL TECHNIQUE

Building value is defined as showcasing the benefits our customers get from all our features and offers. Value is easily communicated through a feature and benefit statement. However, we must also understand the needs of the customer before we start explaining all the benefits they can get from our system.Successful and effective building value stems from uncovering the customer’s need and addressing it with our features and how it benefits them. More about building value as we go along!

Building Value

Survey Invite

Survey invites are to be given every after call and it is done as easy as:“If you could stay on the line for a three-question survey after the call...”

"Thanks again for calling Cove, have a lovely day!"

Closing Spiel

There is no specified script for the closing spiel but the important factors are below:

  • Survey Invite – it does not matter if the invite is said before or after the closing spiel.
  • Closing spiel – the way we part with our customers leaves an impression. We must always have the following aspects:
  • Thank the customer for calling

Conclusion Spiel

When concluding a call, before the closing spiel is said, you must ask the customer if they have any other concerns that need to be addressed. This can be phrased simply as: “Is there anything else I can help you with?” This is to ensure that all issues are resolved on the first call and minimizes the need for a call back.