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qa:overview [2025/11/05 06:59]
216.73.216.151 old revision restored (2025/09/16 18:32) 		qa:overview [2025/11/05 07:00] (current)
216.73.216.151 old revision restored (2025/09/16 18:32)
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 **Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?//  **Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?// 
  
-  * **Confirm Identity** - At least 2 personal details must be confirmed. +  * **Confirm Identity** - Name and billing address must be confirmed. 
-  * **Closing** - The agent must end the call by asking if they can help any further. For example:+  * **Recap & Close** - The agent must end the call by re-stating how they resolved the issue and asking if they can help any further. For example:
  
-**Talk Track:** //Is there anything else I can assist you with? Have a nice day, goodbye.//+**Talk Track:** //I have cancelled your subscription and you will not incur any further charges. Is there anything else I can assist you with? Have a nice day, goodbye.//
  
 ===== Processes ===== ===== Processes =====
  
-  * **Refund** - If a refund was given, it must follow [[tips:refunds|our policy]].+  * **Refund** - If a refund was discussed, it must follow [[tips:refunds|our policy]].
   * **RMA** - If an [[howto:rma|RMA]] was generated, the agent must recommend getting a tracking number and provide the address and RMA number.  If the product is unopened and being sent for a refund, the $9 restocking fee must be explained.   * **RMA** - If an [[howto:rma|RMA]] was generated, the agent must recommend getting a tracking number and provide the address and RMA number.  If the product is unopened and being sent for a refund, the $9 restocking fee must be explained.
   * **Call Back** - Our [[general:managing_call_backs|callback process]] must be followed. The agent must provide an ETA for hearing back and stick to it.   * **Call Back** - Our [[general:managing_call_backs|callback process]] must be followed. The agent must provide an ETA for hearing back and stick to it.
   * **Accuracy** - The agent must follow the processes outlined in our [[:start|wiki]].   * **Accuracy** - The agent must follow the processes outlined in our [[:start|wiki]].
-  * **Offers & Cancellation Confirm** - The agent should [[general:making_offers|make approriate offers]] to the customer to settle the matter. When appropriate they should confirm that there will be no further charges.+  * **Offers** - The agent should [[general:making_offers|make approriate offers]] to the customer to settle the matter.
   * **Notes** - The agent must follow the correct [[howto:add_notes|process for entering a Note]] into our CRM.   * **Notes** - The agent must follow the correct [[howto:add_notes|process for entering a Note]] into our CRM.
  
qa/overview.1762325975.txt.gz · Last modified: 2025/11/05 06:59 by 216.73.216.151

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