FOCE
Interactive Guide
CATCHING THE CUSTOMER AT HELLO
Matching the Frontier Personality
Understanding the customer's request
Answering the call within 3 seconds
Efficiently acknowledging the customer's request
Setting of Expectation
Next Steps
Home
END ON A HIGH NOTE
Did agent provide closing spiel that included "Thank you for choosing Frontier.I'll be disconnecting the call now" and promptly end the call.
Did the agent offered Further Assistance before ending the call?
Did the agent set Billing Expectations?
Home
Back
Next Steps
OTHERS
11
Issue IdentificationDid the agent effectively listen, utilize tools, and ask questions to identify the issue ?
Transfer Guidelines Did the agent adhere to Transfer guidelines?
12
10
Hold GuidelinesDid the agent follow proper hold procedures?
VAS applicable call Did the agent make an offer?
Back
Home
Description: Transfer the call correctly—explain the reason, confirm the department, and keep the flow smooth. Customer's Thinking: “I knew exactly who I was being transferred to and why.”
Description: The agent should offer extra help beyond the main reason for the call. Customer's Thinking: “Oh wow, they care about helping me, not just finishing the call.”Note: For transferred calls, asking for additional assistance is still required
Description: Really get what the customer wants—don’t just guess. Customer's Thinking: “Ah yes, that’s exactly what I need!”
Description: Explain clearly what you’re going to do: check their products and services, see if they fit their needs, and offer better options if possible. Customer's Thinking: “Perfect, now I will know what’s happening and how it could help me.”´Spiel: Thank you(Customer's Name). While I _______________. I’ll also be reviewing your account to make sure our products and services are meeting your needs.
Description: Insert AER statements related to the customer's request Customer's Thinking: “Great, I'm talking to the right person because she/he care about my issues”
Description: Show Frontier personality be Vibrant, Welcoming, Expert, and Celebratory Customer's Thinking: “They really get me and are super friendly. I'm in the correct company.”
Description: End the call like a pro: thank the customer and confirm the goodbye. Using the Spiel Customer's Thinking: “I feel valued, and the call ended clearly and nicely.” Spiel: "Thank you for choosing Frontier.I'll be disconnecting the call now" Note: For transferred calls, the spiel is not mandatory
Description: The agent should mention the MRC, due date, any possible prorated charges and/or credits, and billing cycle before ending the call. Customer's Thinking: “Thanks for reminding me—now I understand my bill!”
Description: Put the customer on hold the right way—explain why and for how long. (Max 2 min) or in case of Dead Air/Mute, only 3 seconds Customer's Thinking: “Perfect, they told me why I’m on hold and kept me updated.”
Description: When it applies, offer extra products or services that helpfully fit the customer’s needs.Needs to Include:
- Utilize sales tools (CDH, FSA, Quick Order)
- Probing Questions
- Provide Features and Benefits
- Deliver assumptive close
- Close the Sale with a clear "Yes" by providing the correct pricing
Customer's Thinking: “Nice, that option actually sounds useful for me.”
Description: Ask open questions to really understand the customer’s situation, and listen to the customer to find the best resolution Customer's Thinking: “That question helped me explain my problem so easily!, and also this agent is going to help me a lot”
Description: Pick up the phone super fast—under 3 seconds! Customer's Thinking: “Wow, they answered before I even said hello!”
FOCE
Juliana Polanco Tietje
Created on September 18, 2025
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Transcript
FOCE
Interactive Guide
CATCHING THE CUSTOMER AT HELLO
Matching the Frontier Personality
Understanding the customer's request
Answering the call within 3 seconds
Efficiently acknowledging the customer's request
Setting of Expectation
Next Steps
Home
END ON A HIGH NOTE
Did agent provide closing spiel that included "Thank you for choosing Frontier.I'll be disconnecting the call now" and promptly end the call.
Did the agent offered Further Assistance before ending the call?
Did the agent set Billing Expectations?
Home
Back
Next Steps
OTHERS
11
Issue IdentificationDid the agent effectively listen, utilize tools, and ask questions to identify the issue ?
Transfer Guidelines Did the agent adhere to Transfer guidelines?
12
10
Hold GuidelinesDid the agent follow proper hold procedures?
VAS applicable call Did the agent make an offer?
Back
Home
Description: Transfer the call correctly—explain the reason, confirm the department, and keep the flow smooth. Customer's Thinking: “I knew exactly who I was being transferred to and why.”
Description: The agent should offer extra help beyond the main reason for the call. Customer's Thinking: “Oh wow, they care about helping me, not just finishing the call.”Note: For transferred calls, asking for additional assistance is still required
Description: Really get what the customer wants—don’t just guess. Customer's Thinking: “Ah yes, that’s exactly what I need!”
Description: Explain clearly what you’re going to do: check their products and services, see if they fit their needs, and offer better options if possible. Customer's Thinking: “Perfect, now I will know what’s happening and how it could help me.”´Spiel: Thank you(Customer's Name). While I _______________. I’ll also be reviewing your account to make sure our products and services are meeting your needs.
Description: Insert AER statements related to the customer's request Customer's Thinking: “Great, I'm talking to the right person because she/he care about my issues”
Description: Show Frontier personality be Vibrant, Welcoming, Expert, and Celebratory Customer's Thinking: “They really get me and are super friendly. I'm in the correct company.”
Description: End the call like a pro: thank the customer and confirm the goodbye. Using the Spiel Customer's Thinking: “I feel valued, and the call ended clearly and nicely.” Spiel: "Thank you for choosing Frontier.I'll be disconnecting the call now" Note: For transferred calls, the spiel is not mandatory
Description: The agent should mention the MRC, due date, any possible prorated charges and/or credits, and billing cycle before ending the call. Customer's Thinking: “Thanks for reminding me—now I understand my bill!”
Description: Put the customer on hold the right way—explain why and for how long. (Max 2 min) or in case of Dead Air/Mute, only 3 seconds Customer's Thinking: “Perfect, they told me why I’m on hold and kept me updated.”
Description: When it applies, offer extra products or services that helpfully fit the customer’s needs.Needs to Include:
- Utilize sales tools (CDH, FSA, Quick Order)
- Probing Questions
- Provide Features and Benefits
- Deliver assumptive close
- Close the Sale with a clear "Yes" by providing the correct pricing
Customer's Thinking: “Nice, that option actually sounds useful for me.”Description: Ask open questions to really understand the customer’s situation, and listen to the customer to find the best resolution Customer's Thinking: “That question helped me explain my problem so easily!, and also this agent is going to help me a lot”
Description: Pick up the phone super fast—under 3 seconds! Customer's Thinking: “Wow, they answered before I even said hello!”