Introduction
Quality assurance (QA) is a system that sets and maintains requirements to meet the internal quality standards of our calls, enhancing customer confidence, improving call handling process, and enhancing company credibility. This is to guide you on your journey in taking in calls.
General Call Handling
Do's
Speak clearly and use a friendly tone: The actual words you use only have a small impact on how someone understands you. Most of your words’ meanings come from your tone of voice.
Sound polite and professional: Most of the customers' prefer more casual speech when talking with customer service.
Listen to the customer: Customers will feel better about the experience if you show you understand the reason for their call. You can provide more efficient assistance by first taking in all the information.
Take responsibility: It is important to do as much as you can or are allowed under the company’s policy and to work the call through until its end.
Don'ts
Interrupt escalated customer: Listen to the customer and get as much information as you can before trying to tackle the issue.
Tell an escalated customer to calm down: Telling an irate person to calm down almost always has the opposite effect. Instead, reply in a calm, friendly tone and sympathize with the difficulty the caller is having.
Stay silent: Too much Dead air on the phone makes the caller uncomfortable, Give them updates on what you are doing or make small talks while making progress.
Long Hold: Be mindful when putting callers on hold and ask their permission ahead of time. Limit hold times and check periodically with the caller.
Do's
Wait for the call to connect before greeting the customer ( you must answer within 5 seconds).
Address the customer by name unless asked otherwise.
Listen to what the customer is saying to avoid having them repeat the information over and over again.
Use the proper way of putting the call on hold and getting back to the customer every 2 minutes.
Always ask for the property type. This mainly refers to the appliance and the address.
Explain the diagnostic fee cost until the very last sentence.
Understand the concern before taking the next step.
Acknowledge what the customer is saying and provide empathy if needed.
Use the appropriate tags on the calls.
Set proper expectations to let the customer know what's going to happen next after the call.
Always mention the company name at the opening of the call and before closing.
Ask the customer if they have any other questions before closing the call.
Refer the customer to their manufacturer if the appliance is still under the manufacturer warranty.
Mirror the customer's behaviors in how they act and speak to have a smoother transaction.
Keep it short and simple. Go straight to the point.
Don'ts
Arguing with the customer.
Dropping the call.
Putting the customer on hold without their permission.
Transferring without informing them where they are being transferred to.
Giving misinformation like, acknowledging that we are a manufacturer when we are a private company and not affiliated with any of them.