Nelson's Coaching
Annel Garcia
Created on March 11, 2024
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Transcript
NELSON'S cOACHING
Strengths:
- Walking the customer through troubleshooting steps.
- Providing accurate information.
- Resolving the interaction effectively.
- Leaving a detailed note.
- Adding all relevant tags.
- Working on tone of voice to sound more confident and willing to assist.
- Ensuring interactions are refreshed within the correct timeframe.
id: 1177309
iD: 1201575
ID: 1197706
id: 1202103
ID: 1196132
ID:1193039
Strengths:
- Providing accurate information to the customer.
- Using available resources effectively.
- Leaving a detailed note.
- Assisting the customer in a timely and efficient manner.
- Confirming the customer's name during the call.
- Personalizing emails by referencing previous conversations.
- Ensuring the correct tags are added to the interaction.
- Offering the satisfaction survey.
Strengths:
- Providing complete and accurate information to the customer.
- Documenting interactions clearly and in detail.
- Selecting the correct disposition.
- Offering the CSAT.
- Adding all relevant tags.
Strengths: Calling the customer back to resolve the situation. Leaving a detailed note. Selecting an appropriate disposition. Areas for improvement: Adding relevant tags, such as "order."
Strengths:
- Transferring the conversation to another associate to continue assisting the customer.
- Properly greeting the customer and accepting the interaction right away.
- Using more empathy in responses.
- Ensuring a note is left to document what happened.
- Adding all applicable tags.
- Explaining troubleshooting procedures to customers, particularly regarding sending videos when not close to the unit.
Strengths:
- Providing the customer with accurate information based on their questions.
- Documenting the interaction.
- Following correct formatting.
- Explaining to customers that they may qualify for unit replacements for out-of-the-box issues.
- Adding all relevant tags.
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