Communication and Intrapersonal Skills Flashcards
Label the examples below as either meaningless or valuable communication.
Communicating actionable updates regarding an existing ticket.
Any manual response that could be replaced by a macro while not detracting from the customer experience.
Providing regular updates on urgent or Sev-1 ticket.
Providing summaries or explanations of previously agreed upon steps.
Responses justifying or otherwise arguing with a customers frustration.
Sharing progress that has been made regarding an existing investigation.
Communicating receipt or ownership of a ticket.
Communicating non-actionable information to a customer.
Responding to old tickets or tickets that have already been solved.
Responses to a customer request for updates on an existing ticket.
Unprompted updates for regular tickets communicating that nothing has changed.
Communicating actionable updates regarding an existing ticket.
Valuable
Any manual response that could be replaced by a macro while not detracting from the customer experience.
Meaningless
Providing regular updates on urgent or Sev-1 ticket.
Valuable
Providing summaries or explanations of previously agreed upon steps.
Valuable
Responses justifying or otherwise arguing with a customers frustration.
Meaningless
Sharing progress that has been made regarding an existing investigation.
Valuable
Communicating receipt or ownership of a ticket.
Valuable
Communicating non-actionable information to a customer.
Meaningless
Responding to old tickets or tickets that have already been solved.
Meaningless
Responses to a customer request for updates on an existing ticket.
Valuable
Unprompted updates for regular tickets communicating that nothing has changed.
Meaningless
Given a situation where the customer has set expectations for something we are unable to do, what’s the correct order for steps after realizing we are unable to meet their expectations.
Explicitly define what we CAN’T do
Document agreed upon resolution
Align with the customer
Deliver agreed upon resolution
Nullify expectations
Nullify expectations
Explicitly define what we CAN’T do
Align with the customer
Document agreed upon resolution
Deliver agreed upon resolution
Select all of the following official methods for communicating with a customer:
Zoom Calls/Meeting.
Amazon Connect Phone Calls.
Sococo Chat.
Side Conversations.
Ticket Public Replies.
Emails from your @trilogy.com domain.
Zoom Calls/Meeting.
Amazon Connect Phone Calls.
Ticket Public Replies.
Select the rules about phoning customers below:
Only call between 8am and 8pm in the customers local timezone.
Call customers, regardless of time, if there is an update they should know about.
Only call when customers aren’t at work so we don’t interrupt their day.
Don’t call on non-working days, including local holidays.
Call anytime, so long as the ticket was opened or updated in the last two hours.
Avoid scheduling calls in advance.
Never put the ticket on hold in order to wait to call the customer.
Always document your reason for calling in an internal note.
Only call between 8am and 8pm in the customers local timezone.
Don’t call on non-working days, including local holidays.
Call anytime, so long as the ticket was opened or updated in the last two hours.
Never put the ticket on hold in order to wait to call the customer.
Always document your reason for calling in an internal note.
Which of the following are ways of promoting customer self-service?
Empower your Customers
Direct them to the product Knowledge Base
Take Ownership
List KBA’s about their product so they have them in the future
Use the Correct KBA
Document (the issue and resolution)
Empower your Customers
Take Ownership
Use the Correct KBA
Document (the issue and resolution)
Copy and paste the quick link you can use to find the customer advocacy checklist below.
Note that you can right click and select “Copy Link Address” after identifying the correct article and section.
Building Positive Relationships with Customers
Empathy can be easily demonstrated by applying the LAURA method, which standard for:
Listen, Acknowledge, Understand, Relate, Act
Listen, Accept, Understand, Respond, Act
Learn, Action, Understand, Reason, Accept
Lead, Act, Utilize, Record, Actualize
Listen, Acknowledge, Understand, Relate, Act
If the customer has requested a specific method of communication we should
fulfill their request when convenient.
attempt to accommodate without resulting in
exceedingly long delays.
only communicate using their preferred method, regardless of delays.
disregard their preference.
attempt to accommodate without resulting in exceedingly long delays.
When communication occurs off of a ticket, or outside of official communications channels, it needs to be documented on the ticket. Match the following examples of off-ticket communication with who should document.(L1, L2 or L1/L2)
L1 or L2 consults with another team to determine next steps.
L1 or L2 consult with a CSM to determine proper handling procedure for an unusual ticket.
L1 consults with L2 before deciding to elevate.
L2 asks a previous L1 for clarification regarding work already done on a ticket.
L1 or L2 Agent
L1 or L2 Agent
L1 Agent
L2
Match the internal team name with their customer friendly team name.
BU Customer Success/Orders
BU PS
Engineering
SaaSOps
Jive L3 Account Support
Crossover HR
Sales
Jive L3 Support
Crossover Finance
Account Management
Professional Services
Development Team
Infrastructure Team
Account Support Team
HR
Sales Team
L3 Support Team
Crossover Finance
Calculate the example agents FCR:
An agent solved 127 tickets in a month. 34 failed FCR and another 9 were non-billable. What was the agents monthly FCR (no decimals)?
71%
The four most important skills to ensure success within Central Support are: [ ],[ ],[ ], and [ ].
Adaptability
Independence
Self-Assuredness
Accountability
Pair the source of coaching with the type of coaching you might expect to receive from that person.
Source
Your CSM.
An RTQE reviewer.
Type
Evaluate tickets holistically, going through the ticket
looking for quality failures, or places for
improvement that will allow the agent to be more
successful in the future.
Evaluates ticket handling on a micro level; they’re
focused on whether the individual response they’re
evaluating is the best possible response in that
moment.
Your CSM.
Evaluate tickets holistically, going through the ticket looking for quality failures, or places for improvement that will allow the agent to be more successful in the future.
An RTQE reviewer.
Evaluates ticket handling on a micro level; they’re focused on whether the individual response they’re evaluating is the best possible response in that moment.
To achieve FCR on every ticket, what steps must always be followed.
Follow the L1 Work Unit.
Ensure you use the customers preferred contact method.
Always work to reduce customer effort.
Ensure we’re communicating effectively.
Focus on communicating in a way that exemplifies our Core Values.
Include all possible information and articles into each public response.
Water-down all technical concepts so customers are not confused.
Always schedule a shared session to do the work for the customer.
Follow the L1 Work Unit.
Ensure you use the customers preferred contact method.
Always work to reduce customer effort.
Ensure we’re communicating effectively.
Focus on communicating in a way that exemplifies our Core Values.
The RTQE process is there to help improve agent quality and achieve FCR for all products covered by the RTQE process. Which of the following are valid exemptions for the RTQE process?
Tickets submitted by agents within Central Support.
The customer asks for an immediate response once received.
The ticket has already been approved, and there is new information that doesn’t change the reply you would send.
A simple follow up to ask for explicit confirmation that the solution worked after the customer re-opens their ticket with a “thank you” or “issue has been resolved” messages.
The answer is simple, and the ticket can be solved immediately with one PR.
Informing customers of adding, removing or acknowledging the Sev-1 tag.
After getting a response reviewed by a CSM when in Coaches Corner.
An escalation to external teams as directed by a routing table.
A message asking for the same information from the customer a second time.
Appropriately documented wildcards.
Tickets submitted by agents within Central Support.
The ticket has already been approved, and there is new information that doesn’t change the reply you would send.
A simple follow up to ask for explicit confirmation that the solution worked after the customer re-opens their ticket with a “thank you” or “issue has been resolved” messages
Informing customers of adding, removing or acknowledging the Sev-1 tag.
After getting a response reviewed by a CSM when in Coaches Corner.
Appropriately documented wildcards.
