March Detractors Survey

Please answer the survey with all honesty. This will help us control and understand the cause of our detractors. And how we can improve our NPS


  1. Please select your LOB
    CSR/Returns
    SMB Voice
    CSA
    ECT
    Sales


  1. When my customer is asking when they can receive their order, and after drilling down they are no longer able to wait for the building time, “I usually ”:
    “I am confident in handling these types of concern since I know how to reinforce the product/discount customer ordered.
    “I feel afraid that customer might get upset for the wait time. I will just empathize and offer options if the customer can no longer wait for this order.
    “I know how and what CTO PCs are, I just don’t know how to explain these to the customers while on the call.


  1. If I have a customer that is asking about the delivery, “I usually ”:
    I am confident in assisting order delivery inquiries since I know all possible tools to use to get the necessary information.
    I don’t like these types of call since it always end up customer getting upset. I don’t know where to go, and I feel I don’t have enough support to help me get the necessary information.
    If I don’t know the exact answer, sometimes I don’t further search for information and will just make up some dates to end the call as soon as possible.


  1. If I receive a call about customer claiming their order is delayed. “I usually ”:
    I know the process for order delays, shipment delays and tracking information delays. I am very confident that I can explain all possible delay scenarios that the customer is claiming.
    I can handle shipment, built and delivery delays, but sometimes I am unsure of the process. I always ask for second opinion or seek for responses to be sure.


  1. How do I show genuine empathy?
    I really don’t know how to show genuine empathy to customers. I will just say sorry to be safe.
    I am quite familiar with empathy statements but I am not sure when it is applicable to say to customers.
    I am quite familiar with empathy statements but I am not sure when it is applicable to say to customers.


  1. When it comes to product specification inquiries, “I usually ”:
    I will just read what is available on the specs tab and wish customer will not ask for more.
    I used what I have learned from the past Update Trainings. I found it very helpful in answering technical questions for the customer.
    I am really not comfortable answering these types of questions even if I have learned a lot from training, I don’t know how to use it while on the call.


  1. When I need to explain a certain process to the customer, “I”:
    Due to changes on processes and procedures I, most of time would need to place the customer on hold for clarification.
    I know what to say to customers, I just don’t know where to go that’s why I will still have to place the customer on hold.
    In most scenarios I know that I am already good at it when it comes to explaining and navigating. I am having difficulties explaining the following scenarios: (Please specify)


  1. If I receive calls about Notebooks, I am really having difficulties explaining the following specifications to my customer: Example: processor, memory, etc.


  1. When it comes to accessories, I am having challenges in:
    a. compatibility
    b. transitioning part/growing the sale
    c. specification/usage


  1. Others: (Please indicate what area/s you need some help)
    Process
    Product
    Soft Skills
    Sales Strategy





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