Customer Satisfaction CUU


A red asterisk (*) indicates required questions.

  1. Which coaching method do you find more effective in helping you improve your customer satisfaction scores?*
    Listening to demo calls (from other agents)
    Listening to your own calls
    Listening to your supervisor take calls
    Having your supervisor listen to your calls SIDE BY SIDE and provide coaching as soon as you are finished with the call
    Having your supervisor listen to your calls REMOTELY in real time, and provide coaching as soon as you are finished with the call
    Having your supervisor listen to your RECORDED CALLS and provide coaching during the same day, but after time has gone by


  1. To what extent do you consider your supervisor coaching you constantly has helped you improve your Customer Satisfaction Scores?
    (1 Being the lowest and 10 being the highest)*
     
      1 2 3 4 5 6 7 8 9 10  
    1  10


  1. Which activity do you consider as more effective in improving your Customer Satisfaction scores?*
    Entering raffles for opportunities to win a prize
    Automatically earning prizes with a high score (example: Gas tickets for every 8, 9 and 10 in SEF)
    Having coaching sessions with supervisors
    Having coaching sessions with QAs
    Attending uptrainings (example: NFL ST module, Acknowledgement Training Module, etc.)
    Team contests (example: SEF Challenge with a lunch sponsored by DIRECTV for the entire team)
    Performance Bonus based on Customer Satisfaction scores (If the Customer satisfaction total score for the HMO BGI team is 78 the bonus will be double, and if it reaches 79 it will be triple)


  1. Select the QA behavior which you struggle the most to comply with:*
    Build Confidence & Credibility (Acknowledge)
    Show Empathy & Engage (Acknowledge)
    Actively Listen (Clarify)
    Understand Root Cause (Clarify)
    Offer Appropriate Solution (Present Re-Solution)
    Explain Solution Relevance (Present Re-Solution)
    Champion DirecTV value (Present Re-Solution)
    Handle Objections (Checkback)
    Think Future (Checkback)
    Changes made to customer account are executed fully and correctly to ensure delivery of solution discussed. (Execution)


  1. What topic do you suggest for a training module that would help everyone improve their Customer Satisfaction scores?*


  1. Select the option which you consider as the opportunity area where you need to focus more in order to improve:*
    Product Knowledge
    Communication Skills
    Soft Skills





Human Capital