Podcast
Questions and Answers
When initially handling an outage case, what is the first action a chat team member should take?
When initially handling an outage case, what is the first action a chat team member should take?
- Verify the customer's SLA status.
- Escalate the case to a higher-level support team.
- Apologize to the customer for the inconvenience. (correct)
- Immediately offer mobile data compensation.
What is the purpose of following an outage script?
What is the purpose of following an outage script?
- To create a personal and unique experience for each customer.
- To avoid apologizing for the inconvenience.
- To offer a variety of different solutions to each customer.
- To ensure consistent information and troubleshooting steps. (correct)
What action should a chat team member take if a customer expresses frustration about repeated outages?
What action should a chat team member take if a customer expresses frustration about repeated outages?
- Direct the customer to an online troubleshooting guide.
- Recommend the customer switch to a different internet service provider.
- Initiate a VOC (Voice of the Customer) process. (correct)
- Offer a generic apology without further action.
What should a chat team member confirm before offering mobile data compensation to a customer affected by an outage?
What should a chat team member confirm before offering mobile data compensation to a customer affected by an outage?
When providing mobile data compensation, what information is vital to communicate to the customer?
When providing mobile data compensation, what information is vital to communicate to the customer?
What is the main purpose of providing outage-related support in the customer's local language?
What is the main purpose of providing outage-related support in the customer's local language?
If there is a known general outage impacting multiple customers, what information should be provided?
If there is a known general outage impacting multiple customers, what information should be provided?
What immediate step can a chat agent take to help a customer stay connected during an internet outage?
What immediate step can a chat agent take to help a customer stay connected during an internet outage?
What is the best approach for a chat team member to use when customers have the same problem?
What is the best approach for a chat team member to use when customers have the same problem?
Why is it not recommended to repeatedly use templated messages?
Why is it not recommended to repeatedly use templated messages?
What should a chat agent do when the customer is clearly frustrated?
What should a chat agent do when the customer is clearly frustrated?
In what situation is transferring a customer to a supervisor recommended?
In what situation is transferring a customer to a supervisor recommended?
What information should be included when escalating a customer issue to a manager?
What information should be included when escalating a customer issue to a manager?
Why should chat team members avoid sounding robotic?
Why should chat team members avoid sounding robotic?
If a customer indicates that their neighbor(s) have connectivity, but they do not, what should a chat agent assume?
If a customer indicates that their neighbor(s) have connectivity, but they do not, what should a chat agent assume?
How should you address a customer who is impatient and provoked by technical jargon?
How should you address a customer who is impatient and provoked by technical jargon?
What can make the chat 'hard'?
What can make the chat 'hard'?
What should you do if you are not going to be able to follow up with a customer?
What should you do if you are not going to be able to follow up with a customer?
When should we offer data compensation?
When should we offer data compensation?
Why should chat members avoid making mistakes?
Why should chat members avoid making mistakes?
Flashcards
Initial apology
Initial apology
Start by apologizing to the customer for the outage.
Use outage script
Use outage script
Use the outage script from the Wiki to help guide the conversation.
SLA Confirmation
SLA Confirmation
Double-check that the promised resolution timeframe (SLA) is communicated correctly.
Offer mobile compensation
Offer mobile compensation
Signup and view all the flashcards
Adapt your tone
Adapt your tone
Signup and view all the flashcards
015 number request
015 number request
Signup and view all the flashcards
What to do with unhappy customer?
What to do with unhappy customer?
Signup and view all the flashcards
Avoid forced phrases
Avoid forced phrases
Signup and view all the flashcards
Clear communication
Clear communication
Signup and view all the flashcards
Personalizing Responses
Personalizing Responses
Signup and view all the flashcards
Why isn't working for customer
Why isn't working for customer
Signup and view all the flashcards
Give them hope
Give them hope
Signup and view all the flashcards
Study Notes
- These notes explain how to handle outage cases, particularly focusing on chat team interactions with customers.
Initial Steps
- Start by apologizing to the customer for the outage.
- Use the outage script from the Wiki to guide the conversation.
- Follow the script, ensuring clarity for the customer.
- Confirm that the SLA (Service Level Agreement) is correctly stated.
Addressing Customer Concerns
- Complaints about repeated outages can be addressed with VOC.
- Offer a mobile data compensation to the customer.
Using the Outage Script
- Tailor the communication using the Wiki Script
- Explain that work is underway to resolve the technical issue affecting the internet service in their area as quickly as possible.
- Thank the customer for their trust and cooperation.
- Use formal Arabic but also speak in a friendly manner, ensuring consistency in language.
- Customize the script with details like the expected resolution timeframe and the outage ticket number.
Approaching Mobile Compensation
- When offering mobile data compensation (e.g., adding gigabytes to the customer's mobile number), always explain why the offer is made.
- Avoid asking for the customer's 015 number without providing context.
- Example: Assistance with data during the service outage period
Examples and Improvement
- Review outage chat examples to identify best practices and avoid repeating mistakes.
- Focus on examples where customer ratings were low to prevent similar issues.
- It is important to improve your Rate on Chat
Chat Examples
- Apologize for the inconvenience and explain the ongoing efforts to fix the technical issue affecting the internet service.
- Provide an estimated timeframe for resolution.
- Offer mobile data compensation as a temporary solution.
- Add data to the customers mobile as a gesture for the inconvenience
Common Phrases to Avoid
- Avoid phrases like "The network is currently experiencing a problem that is affecting you all over the country.”
- Do not offer a general statement or that you see an issue on all lines in that area
- Be careful not to sound dismissive of the concerns
Important Points
- If the customer states that the issue affects only them, explain that the outages department is working to resolve the general service at the moment.
- If a neighbor on the same cable is working, it means the outage is almost complete and is on the way to solving the issue you client is having
- Ensure you have the ability to deal with an outage where all lines on the network seem to be going down.
General Advice
- Avoid repeating phrases, as it can frustrate the customer and make the interaction seem robotic.
- If the chat extends, consider involving a available supervisor.
- Avoid phrases like "There is basically a general error with the service that is effecting all over the country”.
- Recognize when the customer is frustrated.
Customer Sentiment
- If the customer is feeling provked that means the approach is upsetting and this can exaggerate bad sentiment
- It is important to not frustrate people because they already have an unresolved matter
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
