Greeting
*(Do’s)
Thank you for choosing Livecareer/ My Perfect Resume, My name is ( ) , How may I help you today?
!(Dont’s)
Thank you for choosing Livecareer/ My Perfect Resume, This is ( ) , How may I help you today?
Energy / Tone
*(Do’s)
Upbeat, enthusiastic, with smile on your face, lively
!(Dont’s)
Sounding sleepy, tired, mumbled, garbled, flat or too soft, robotic, plain
Pauses
*(Do’s)
do small talks, tell what you are doing
go back to cx from time to time
!(Dont’s)
Dead air for 10 secs or more
Assurance
*(Do’s)
I can help you with that
Let me help you with that
!(Dont’s)
Let me check that for you
Let me assist you
Addressing cx’s name
*(Do’s)
Personalize it
Fist name or Last name
!(Dont’s)
Verify name only
Titles on first name (ex: Ms. Terry) and NO Titles on last name (ex. Smith)
Capturing the email address/ last 4 digits of the card
*(Do’s)
say: Thank you, let me pull up the account
phonetically spell email if you were not able to capture it
use partial email search % using site users on admin tool
!(Dont’s)
saying okay, let me pull up the account
repeatedly ask email or any information
asking for the account ID
Demonstrating Active Listening
*(Do’s)
Paying attention to what the cx is saying
Acknowledge what the cx is saying
Engage on the call/ chat
!(Don’ts)
repeatedly ask for the concern
confirm cx’s concern when assurance has already been given
inappropriate response given
Hold Procedure
*(Do’s)
May I place the call on hold for a minute or 2
state reason why placing the call on hold
get back within 2 mins
thank cx for waiting
!(Dont’s)
No Time Frame
No reason for placing the call on hold
Did not get back within 2 minutes
Did not thank the cx for waiting
General Inquiry- not account Specific
*(Do’s)
it’s okay not to capture the email as long as you established that the customer is calling the correct department (LC-US, MPR or LC-UK)
Account Specific Query
*(Do’s)
pull up the account first before explaining things
!(Dont’s)
explaining things w/o pulling up the account
Main concern: I want to cancel
*(Do’s)
follow call flow: GOT A JOB!
-opening spiel
-I can help you with that
-may I have the email address you use to create the account?
-say: Thank You
-May I have your name please so I can address you properly?
-while pulling up the account say:
-I suppose you have a new job?
-Yes
-Congratulations!
-Recommend to family and friends
-cancel service
-give disclosure: cancellation confirmation email
-Offer Sitejabber and send an email for the link
-State pre-closing
-Closing spiel
No Job Yet
- acknowledge by saying, “I understand”
-Follow Call flow
!(Dont’s)
NOT following call flow
Main Concern: Charges
*(Do’s)
-opening spiel
-I can help you with that
-may I please have the email address you use to create the account?
-May I have your name please so I can address you properly?
-say Thank you
-once the account is pulled up
-check the account details thoroughly
-then explain the auto renewal policy thoroughly, stating where we inform about it: subscription sales page or email confirmation
- A request for cancellation should be made to avoid further charges.
-cancel the service and give disclosure (cancellation confirmation email will be sent)
-*if the cx asked for a refund* inform the cx that you will see what you can do -offer pro-rated refund first (as long as there’s no acct activity)
-inform that we can make an exception and will give a courtesy refund in the amount of ($..)
-Give turn around time: 2 to 3 business days to post on their account
-if the cx insists for a full refund and irate, then issue full as long as there’s no acct activity after the trial period.
-give disclosure
-state pre-closing
-closing spiel
But if the cx asks if the $ 34.95 will be credited back? rebut first, if the cx insists, issue pro-rated refund, cx insists, issue full refund (as long as there’s no account activities)
!(Dont’s)
not explaining the auto-renewal policy thoroughly and following CS Policy and Procedure in issuing refund
Offering Rebate (N/A)
*(Do’s)
$3.95 within 7 days and some account with $2.95 within 14 days
$3.95 7 days and 1 charge of $34.95
double check the rebate button to check if acct is applicable before offering — No longer applicable
!(Dont’s)
–Offering without checking the account thoroughly
–Offering to account which has multiple charges
Positive Scripting
*(Do’s)
-our system is currently updating that’s why it’s taking time than usual to pull up the account
!(Dont’s)
-you failed, you did not, we cannot guarantee
-system is slow
-No
-one liner responses
for MPR we make every effort, we made very attempt and the one mentioned above
Apologizing when necessary
*(Do’s)
-Card declined – payment did not go through
-Overlapping of conversation
-Cutting off cx
-Formatting issues
-Unable to edit resume
-Unable to download, print or email
-Password not received, email confirmation not received
-Any site issues
-Coughing or clearing throat – excuse your self
-Call/ chat got disconnected while talking to the previous rep
-Wait too long
-Hold time too long
-Not satisfied with the service/ resume – Offer to try to fix the problem.
!(Dont’s)
-Never Apologize for the charge
- Never Apologize for “ I forgot my password”
Empathize when necessary (Understand and share the feelings of another)
*(Do’s)
-be sensitive to feel the frustration the cx is feeling and empathize when necessary: say:
-I am sorry to hear that
-I hope you will feel better
-will have this resolve in no time
!(Dont’s)
-Not connecting with the cx in other words: “Deadma”, unmindful
Tone / Attitude
*(Do’s)
-Be courteous at all times
-Be professional, yet friendly
-You need to show willingness to help (rectify main issue i.e-cx is not satisfied with the service, because she is experiencing trouble emailing the resume and wants too cancel instead: offer further assistance and help cx troubleshoot the issue)
!(Dont’s)
-Do not scold cx
-Do not argue
-Not going extra mile
-Rude
-Irritated
-Defensive
-Arrogant
Recommendation to family and friends/ Sitejabber/ Like us on FB (n/a)
*(Do’s)
-Offer only to cx who got a job
-Offer to cx who expresses satisfaction to our service
!(Dont’s)
-Offering to every account not applicable
Cancellation and Refund Issues
*(Do’s)
following flow and process
!(Dont’s)
pro- actively offering cancellation and refund
Disclosure
*(Do’s)
-inform the cx that they will receive cancellation confirmation email
-inform the cx of the turn around time of the refund (2 to 3 business days)
-inform the cx of the turn around time for the billing dept sent via email subject for approval (2 to 3 business days)
-payment confirmation email – when processing payment and advise the cx re: auto-renewal and refresh home page or login to the account
!(Dont’s)
NO DISCLOSURES
Don’t ask, Don’t tell
*(Do’s)
-Never give out dates when the cx signed up and date it auto-renewed, unless cx asks
!(Dont’s)
-giving out dates, including dates when explaining auto-renewal policy
Card Declined
*(Do’s)
-apologize for the inconvenience
-ask for the error message the cx is getting
-pull up the account
-check for the error message on WEP, if the cx did not provide the error message
-explain the reason why it was decline
-offer to run the card
-if you sense the urgency then give a day of comp service and advise cx to refresh home page
!(Dont’s)
-just advise to contact the bank to authorize payment
-did not pull up the account
-did not offer to run the card
Escalating Concern
*(Do’s)
cx asking for a sup – de-escalate if you can resolve the issue on your end, cx insist- give a supervisor
!(Dont’s)
pro- actively offer a supervisor
Forgot Password
*(Do’s)
Phone: sent only via email through LP
Chat: we can provide the pw, if default password is given you can educate the cx that it is case sensitive, then they can reset it afterwards, give how to log back to the account canned response
!(Dont’s)
provided over the phone
CHAT: How to cancel
*(Do’s)
give 4 ways to cancel: chat, email at customerservice@livecareer.com, online through My account settings or by Phone
LC Our toll free line is 1-888-816-0576; representatives are available Mon-Sun 6am-midnight EST.
MPR toll free1-855-213-0348 representatives are
available Mon-Sun 6am-midnight EST.
!(Dont’s)
No Resume Posting Offered
CHAT: I want to cancel
*(Do’s)
-Follow chat flow just like taking calls
-Cx said: I want to cancel-follow chat flow if you’re not going to cancel on your end give option that you can cancel on your end and the link to cancel
!(Dont’s)
-just provided cancellation push page
-not following the flow
CHAT: cx provided email or account ID and requesting to cancel
*(Do’s)
-it could be better to cancel it on your end, ensure you still follow chat flow
!(Dont’s)
-just provided cancellation push page
-not following the flow
Account Documentation
*(Do’s)
-Notate account with correct reason for calling, reason for cancellation if applicable and action taken
!(Dont’s)
-No account notes, just system generated notes
-incorrect tagging
-inaccurate notes
- incomplete notes
Tracker
*(Do’s)
used online tracker
If online tracker is down, use back up tracker
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