It's the ability to take ourselves out of the conversation and truly listen to what the other is saying, in other words, it's putting yourself in other people’s shoes and can be understood based on these 3 principles:
- I hear you
- I care about you
- I validate your feelings
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
What are we looking for?
GrubHub
What is Ack?
• Attention to detail by detecting what could be an inconvenience for my customer.
• Proactivity aiming for connection by validating the customers concerns or feelings/inconveniences.
• Ensure customers’ pain points are completely covered from our side in a timely manner.
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
What is a Pain Point?
GrubHub
What is Ack?
Situations or recurring problems that frecuenly affects, inconveniences or annoys customers and their experiences with GH. - A bad experience with an order
- An emotional state related to previous experience
- An inconvenience with the food quality
EX:
- My order arrives late
- My order is cold
- Automated messages from ChatBot
- I did not receive my order
- I disagree with that resolution.
- I´m very hungry
- I don’t want GH credits
- I want my refund back to my original GH Payment.
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
Why is Ack Important?
GrubHub
What is Ack?
By acknowledging the customers pain points you may allow an effective communication with your customer by keeping a genuine and conversational tone which will end up positively engaging the customer, furthermore, you will mitigate any QA impact according to the QA Rubric (Adding 11% in your quality score)
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
Additional Tips from QA
GrubHub
What is Ack?
- Identify the customers pain point through the interaction.
- Ensure you acknowledge the diners first paint points within the first 10 seconds.
- Introduce a complete statement to ensure you let the diners know you care and you will be supporting them.
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
Suggested Scripts
GrubHub
Below you may find some examples: - “I understand your concern, let me look into that for you.”
- “Oh, no. Let me look into this and help you with that.”
- “I apologize for this inconvenience”
- I’m very sorry about the experience you had today. I can definitely help you!
- I understand this is not the experience we want you to go through. Let me make things right for you.
What is Ack?
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
DO NOT
GrubHub
What is Ack?
- Thanks, Ok, Sure, are NOT acknowledgement statements.
- (No worries, No problem, Oh no) these statements alone without a complement are NOT acknowledgement statements.
ACK Guide
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Transcript
ACK Guide
GrubHub
What is Ack?
What are we looking for?
GrubHub
What is a Pain Point?
Acknowledgement Guide
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
What is Acknowledgement
GrubHub
What is Ack?
It's the ability to take ourselves out of the conversation and truly listen to what the other is saying, in other words, it's putting yourself in other people’s shoes and can be understood based on these 3 principles: - I hear you - I care about you - I validate your feelings
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
What are we looking for?
GrubHub
What is Ack?
• Attention to detail by detecting what could be an inconvenience for my customer. • Proactivity aiming for connection by validating the customers concerns or feelings/inconveniences. • Ensure customers’ pain points are completely covered from our side in a timely manner.
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
What is a Pain Point?
GrubHub
What is Ack?
Situations or recurring problems that frecuenly affects, inconveniences or annoys customers and their experiences with GH. - A bad experience with an order - An emotional state related to previous experience - An inconvenience with the food quality
EX: - My order arrives late - My order is cold - Automated messages from ChatBot - I did not receive my order - I disagree with that resolution. - I´m very hungry - I don’t want GH credits - I want my refund back to my original GH Payment.
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
Why is Ack Important?
GrubHub
What is Ack?
By acknowledging the customers pain points you may allow an effective communication with your customer by keeping a genuine and conversational tone which will end up positively engaging the customer, furthermore, you will mitigate any QA impact according to the QA Rubric (Adding 11% in your quality score)
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
Additional Tips from QA
GrubHub
What is Ack?
- Identify the customers pain point through the interaction. - Ensure you acknowledge the diners first paint points within the first 10 seconds. - Introduce a complete statement to ensure you let the diners know you care and you will be supporting them.
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
Suggested Scripts
GrubHub
Below you may find some examples: - “I understand your concern, let me look into that for you.” - “Oh, no. Let me look into this and help you with that.” - “I apologize for this inconvenience” - I’m very sorry about the experience you had today. I can definitely help you! - I understand this is not the experience we want you to go through. Let me make things right for you.
What is Ack?
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots
ACK Guide
DO NOT
GrubHub
What is Ack?
- Thanks, Ok, Sure, are NOT acknowledgement statements. - (No worries, No problem, Oh no) these statements alone without a complement are NOT acknowledgement statements.
What are we looking for?
What is a Pain Point?
Why is Ack important?
Additional Tips from QA
+Suggested Scripts
+Do nots