Ownership Statement
Back to: Mastering Call Flow (Phase 1)
Behavior Solve – To identify calls where agents use phrases to express, they are trying to resolve the customers issue or providing a resolution
Use one or more of the phrases in your calls to show you’re working toward resolution:
✓ I can see here that the system has detected an issue with your service, let’s take a look and see what we need to do to get you back up and running..
✓ I’m working currently to run some diagnostics on your lines..
✓ So what we will need to do is run a few diagnostics on your box, while that’s running I will be asking you to complete some troubleshooting steps on your end for me – some of these you may have already completed prior to calling in and I’m sorry to have to have you repeat those things but we will need to go step by step for the diagnostics to be able to get a true readout
✓ I’ve started sending signals to your box..
✓ I will need you to check the cables..
✓ Let me review the account to see what could be causing this..
Assurance and Ownership – To identify calls where agents are taking the ownership and providing assurance to the customer
Use one or more of the phrases in your calls to show ownership and reassurance:
✓ I’m very happy to be able to take care of you..
✓ I’m definitely going to get this resolved for you today.
✓ You’ve reached the right agent, I’m going to work to get you cared for quickly.
✓ I’m a specialist in my field, so rest assured we will get you squared away.
✓ I can definitely take a look into what’s causing this issue..”
✓ I’m certain I can resolve this for you..
✓ That’s definitely not the experience we want our valued customers to have, I will take care of this..
✓ I’m so glad you contacted us about this; it’s important that we get it fixed.
✓ I can, I will..
✓ You’ve got it, your issue is mine now to resolve and I will make sure we get it taken care of!
Cannot Help Customer – To identify calls where agents are unable to help the customer or customers mention that the current agent is unable to help with their concern
Take these actions to make sure you do not get marked off for indicating you cannot help the customer!
✓ Do not say “I’m not a technician”
✓ Do not say “That’s not my department.”
✓ Do not say “I can’t help.”
✓ Do not say “I’m unable to.”
✓ Do not say “I cant.”
✓ Do not say “I wouldn’t.”
✓ Do not say “There’s nothing more I can do.”
Everything you DO and SAY to the customer should be POSITIVE and indicative that you ARE the last stop for the customer.