This bingo card has a free space and 24 words: "I hear what you're saying" (Active Listening), "I will take over and see what I can do to correct this" (Demonstrate Ownership), "That sounds difficult to deal with" (Empathy), "I am so sorry to hear that" (Empathy), "How is your day going?" (Build Rapport), "What made you choose this vehicle?" (Building Rapport), Talk about something not policy-related (Building Rapport), Summarize the call (Set Expectations), Share steps to take after phone call (Set Expectation), Inform caller of any alerts (Set Expectations), Customize questions (Effective Questioning), Refer to OLS (Promote Self-Service), Walk through app (Promote Self-Service), Login Assistance (Promote Self-Service), Transfer to IVT (Inappropriate Action), Branded close (Acknowledge Loyalty), Identify status (Acknowledge Loyalty), Thank for being a customer (Loyalty), Ask clarifying question (Effective Questioning), Turnaround time (Setting Expectations), Fix the issue (Demonstrate Ownership), Congratulate customer (Empathy), Branded answer (Loyalty) and Help with documents (Demonstrate Ownership).
Customer Service Week 2022 | CE Best Practices | call flow | DI Customer Experience | Bingo
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