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Expert Hub Verbiage for Smooth Customer Transition
Please review the following and acknowledge by selecting the verbiage on each one once you have read and fully understood each portion.
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- Most of the time you are either going to have a frustrated agent or a confused agent contact you. You want to make sure that you acknowledge THEIR immediate concern as well because they are actually your FIRST customer. If an agent comes on the line and they are frustrated, it is going to be hard for them to retain anything you say directly to them at that moment. Therefore, we will be providing the following verbiage to let the agent know that we understand and we are there for them as much as we are for the customer:*
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- Once you have acknowledged the agent's concern, the best verbiage that is utilized on every call to ensure that we keep a uniform flow of the transitioning of a customer between tier one and EH is necessary. However, you also want to make sure that the agent understands that they need to stay on the line and take notes on how you execute the call. The statement below is what is preferred for you to use with the agent to advise them to listen or take notes on how you deliver once the customer is conferenced in:*
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- We want you to know that during your consultation with the agent, you should consider the difference between asking good clarifying information and sharing quick data points versus the expectation that educating the agent on what they should do before speaking to the customer will stick with the agent. If the agent failed to do something on the call before contacting you, a 3 minute dissertation on what they should do next time will not be remembered by the agent and the customer is still waiting on the back line. Make sure that you go ahead and take over the call and send all coaching or areas of opportunity via email and include in the comment section of your survey.*
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- When you have completed the portion of your call, and it is time for you to release the call back to the agent, remember that you are not educating the agent about anything while the customer is on the line+, but you will be providing them further instruction. We want to keep the calls flowing as smoothly as possible as we make this transition as well. You will provide the following verbiage:
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- We want to refrain from referring to ourselves as the "Expert Hub" to the customer. At the beginning or end of your call. You always want to refer to yourself as a "Samsung Expert". Also, make sure that if you are the one ending the call, you end it by branding Samsung, not Expert Hub.
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