Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
14 Cards in this Set
- Front
- Back
- 3rd side (hint)
|
Total Contact Ownership
|
The support professional who takes the initial customer request will continue to work on the customer's request and follow-up until the issue is resolved
|
Chapter 3-5
|
|
|
High Impact Training
|
HIT takes a commom sense approach and aims to find solutions for the top 10 contacts issues faced by the support center
|
Chapter 3-6
|
|
|
The top 10 customer issues will account for about ____ of the contact volume
|
80 percent
|
|
|
|
Apprenticeships
|
spending just 30 minutes with a peer who has a better grasp of a skill can prove invaluable when learning about a focused area
|
|
|
|
Documentation
|
documentation should exist for the top 10 issues and be no longer than 2 pages
|
|
|
|
Learning Lunches
|
learning lunches are informal training sessions, held once a week in small groups
|
|
|
|
Conference Calls
|
A conference call is STI knowledge base best practices for escalating problems and issues
|
Chapter 3-8
|
|
|
Customer Greetings
|
Using a standard customer greeting allows for consistency in how the support team greets customers.
|
|
|
|
Scripting the customer
|
When the support team begins each contact with the same request for information builds a comfort level for the CST and the CST knows what to expect.
|
|
|
|
Before placing a CST on hold follow these tips:
|
Ask the Customer, Tell the CST why and provide a timeframe, wait for a response and thank the CST for holding
|
Chapter 3-11
|
|
|
First Contact Resolution
|
is achieve when the individual who takes the initial report is the same person who resolves the issue.
|
|
|
|
First Level Resolution
|
is resolving the CST issue or problem while working with the initial support professional
|
|
|
|
First Contact Resolution rates are benchmarked at ___ as an industry average and _____ for a best-in class support center
|
50 percent and 85 percent
|
|
|
|
Form of Escalations are:
|
Conference call, transfer and dispatch
|
|
