**QA POINTERS**

July 2014

Account Documentation Worksheet Sample
LC, MPR and UK Editing Workaround

• to view full file please open the worksheet saved under the shared folder
• \\10.80.2.21\livecareer folder\AGENTS\FOR KNOWLEDGE BUILDER
  • NOTE: Do not override the worksheet, you can copy and save to your computer

QA POINTERS:

Initial Positive Response

• Answer the call within 3 secs./ Chats- within 5 secs/ For LC UK Chats- within 10 secs.
• Count silently 1, 2, before you state your opening so it will not be cut off in the recording
• Include the word “ TODAY” when stating your opening spiel
• Say MY NAME is, not This is
• Say CHOOSING, not calling
• Put a SMILE on your face when stating the opening spiel
  

Energy during the call

• Avoid dead air for 10 secs or more – do small talks, tell what you are doing
• Sound Livelier on every call- opening body and closing – be consistent with your energy!
  

Account Validation

• Always say “PLEASE”, whenever you ask for email address, last 4 digits, cc information, name or any information
• Always say THANK YOU for the all information the cx provides.
• For CC information- one Thank you will do
• Just say THANK YOU instead of Thank you for that information- make it short and simple
• Always personalize call/chat by addressing cx’s name. Verifying is different from personalizing it
  

Demonstrative Active Listening

• After the cx stated their concern, state your ASSURANCE stick with I CAN HELP or LET ME HELP YOU WITH THAT- short and simple ( definitely, no worries, no problem and others are not necessary)
• When you already state your assurance, no need to verify your understanding or confirm cx’s concern
• If the concern is not clear, you can verify it, once understood then state your assurance
• If cx already stated the name at the onset, you need to personalize cx’s name, no need to state “May I please have your name?”
• If you heard the cx stating his/her name, but it was stated abruptly, you can say, I’m sorry I was not able to catch your name, May please have it again?
• Always Pay Attention to cx’s concern to provide appropriate response
• If cx is unaware of our service, ask probing question if cx recalls creating resume/cover letter on site
• If Cxs CLAIM THEY CANCELLED the service and still being billed, ask probing question first (when, how or what method of cancellation they use- if cx did not provide any information at the onset), do not explain auto-renewal policy right away (No probing questions or missed out one question)
• If Cxs CLAIM THEY CANCELLED the service and state “14 days or within the trial period”- no need to explain auto-renewal, you can ask what method of cancellation cx used, then proceed in explaining, ex: based on what I see on your account, there’s no cancellation made, that’s why the account remains active, what I can do is to cancel the service to stop further charges.
• It is Not necessary to state “ I’ll take your word for it”, for cx claiming they have cancelled and been billed (coaching)
• Active listening is important so you won’t ask the cx to repeat the email or any information provided
• If you struggle 3 times for the spelling of the email address that merits markdown
  

Observed proper hold procedure

• When you place the call on hold – DO NOT just inform, ASK PERMISSION ( state it this way:
  • Is it okay If I place the call on hold for a minute or 2, while (reason for holding), then, thank the cx
  • Get back within 2 minutes
  • Thank the cx for waiting

Note:

• If you need more time, you can place the call on hold again and inform cx that it will take another minute or two.
• On your first hold, you really need to get back within 2 minutes to avoid long hold
• If you had long hold and you did not apologize for it, markdowns fall on observed and apologize when necessary
  

Empathy/ Tone of voice/ Professionalism and Call Control

• Always ACKNOWLEDGE cx’s statement
  • Whenever they say thank you, stated you’ve been a great help and the like
  • Reason for cancellation has been stated – acknowledge it – state “I understand”…
  • If the Reason for cancellation is “it is too expensive” – say I understand, then back it up with statement like” All of our subscriptions are auto renewing. This is to ensure no interruption in your service or many of our customers use the service during their entire job search”
  • Cx found a job! – State congratulations! Then refer to family and friends, Sitejabber should be offered before pre-closing
  • Cx expressed satisfaction and happy with our service – acknowledge, refer and sitejabber should be offered
  • cx is feeling frustrated, having a bad day, just got out from the hospital, divorced, nothing to feed her children, card has been stolen and the like – you need to EMPATHIZE

• APOLOGIZE When Necessary
  • NEVER EVER Apologize for the Charge and when cx states “ I Forgot My password Always apologize on a timely manner, after you heard the inconvenience, apologize right away
  • Apologize for:
    • Any Card or Payment Issues
    • Any Site Issues: unable to email, download and print, Edit, Formatting issues, spaces, etc., Page just loading, Others
    • Dissatisfaction to service:
      • Thought it’s just 1 page, but it showing 2 pages,
      • I do not like the outcome of the resume/CLB
      • It was not helpful and the like
        • Note: Apologize and show willingness to help- rectify the issue
    • Thought it is for free- Apologize, then explain what free and paid services entails
    • Misunderstanding for the annual subscription- Apologize then clarify annual subscription
    • Call/ chat got disconnected while talking to the previous rep- I Apologize if the line/chat got disconnected while speaking with the previous representative. I am here to help you.
    • Others:
      • Verbal Collision
      • Password and email not received
      • Hold time too long
      • Wait time too long
      • Coughing or clearing throat – excuse your self

• Show Willingness
  • Cx is aware that she’s been billed several months, agent issued full refund last charge, then cx questions about other charges, agent did not send remaining charges to Billing – this merits markdown
  • Did not rectify issues: print, email download or any site issues/ dissatisfaction

• Empathize When Necessary
  • Apologizing is different from empathizing

• Use Positive Scripting all the time
  • Never ever say:
    • “You did not”
    • “Since you were unable”
    • ”was not able to”
    • “I/you cannot “
    • “System is slow”
    • One liner response
    • “No” on the first sentence”
    • Any negative scripting merits markdown

• FOR MPR only
  • “Avoid phrases “this is a valid charge”, “we made every attempt to” and we made every effort”

• Positive Attitude matters – you should always be polite, courteous and friendly
• Your Delivery matters- how you say things has a big impact as well
• Do not scold the cx or talk down to them
• Be careful with your choice of words
• Do not rattle and stutter – Be spontaneous and be confident!
• Do not rush the call, Call Control is always important
• De-escalate once, if cx insists get a supervisor

Offered Like Us on FB/ Resume Posting /Delivered pre-closing & closing

• When to state Refer to family and Friends and Sitejabber Feedback:
  • Cx found a job!
  • Cx expressed satisfaction to our service
  • Cx giving Kudos (for sitejabber –cx giving kudos, TLs can inform this to the cx)

• Refer to family and Friends: “We’d appreciate if you would tell your family or friends about us maybe we could help them land a job the way we have helped you”
  • Note: Offer this after stating congratulations!

• Sitejabber – “We would also appreciate if you would post a feedback on your Livecareer/ My Perfect Resume experience on sitejabber. We’ll be sending you an email after this call. Thank you for your time
  • Note: Offer this BEFORE pre-closing

• RM/CLB – NO NEED TO OFFER!

CS policy & Procedure

• Account Maintenance covers:
  • Following call/chat flow
  • Explaining Payment Errors, Running the card
  • Explaining Free and Paid Service
  • Explaining Auto-renewal Policy
  • Reactivation process
  • Payment process
  • Refund process – too soft, too hard, no rebuttal stated when it is necessary to state
  • Cancellation process
  • Pro-actively offer cancellation and refund
  • Sending Ticket to Billing Dept. procedure
  • Downgrade process
  • Transfer process
  • Disclosures: Confirmation Email, Turnaround time
  • Information re: Resume Services
  • Giving information without pulling up the account
  • Giving inaccurate, incomplete, misleading information to cx
  • Not providing issue resolution or incomplete issue resolution provided
  • Not being able to address other concern when cx raised it on the call
  • Providing Account PW by Phone
  • Did not handle 2 accounts MPR and LC when it should be
  • Handled UK account when it should be transferred

3 LOBs- Avoid this phrase – “we state” that the subscription needs to be cancelled within the 14 days

• Don’t Ask, Don’t Tell:
  • Do not provide subscription signed up and auto-renewal date when not asked
  • Do not provide information not necessary on the call. i.e. – explaining auto-renewal when the only concern was purely cancellation

• Account Documentation covers:
  • Pattern should be: LC or MPR/ caller’s name and or bank Rep’s name/ email address/ phone#/ primary concern ( reason stated at the onset of the call/ reason for cancellation/ action taken ( action transpired on the call/ other concern raised/ action taken

• You’ll be dinged if:
  • If it is inaccurate, incomplete and no notes
    • There’s no primary reason stated
    • Incorrect primary reason stated
    • Wrong name indicted on notes –instead of the caller’s name, stated account holder’s name
    • Did not state bank rep’s name when the caller is the bank rep
    • Wrong spelling or name/ email address stated
    • No Phone #, No email address, No name
    • No cancellation reason and incorrect reason stated
    • Stated refund instead of Full or pro-rated refund
    • No action taken
    • Incomplete action taken for all of the concern raised
    • Wrong tagging- cancelled via chat, but tag as phone (vice versa)
    • Wrong segment ( Phone/ Chat)

Calibration Result Reminder/Updates: June 24-25, 2014

• For coaching : if the customers express that they might want to go back to our service in the future, we only coach agent to offer $9.95 by phone to reactivate the service
• If cx asks about wanting to reactivate the service in the future, but agent did not give out any information about it, we ding the agent under show willingness to help.
• For coaching: Not necessary to state “ I’ll take your word for it”, for cx claiming they have cancelled and been billed
• Disclosure for refund: Please note that it will take 2-3 business days, sometimes even faster depending on your bank, before you see this refund on your statement. Agent should state “sometimes even faster”
• Remind the agents NOT to state: “Free Trial”, they should say: Fee Account (no subscription yet), 14 day Full Access or 14 day Initial subscription
• Remind UK agents that there’s no auto-renewal statement on the email confirmation we sent to the cx
• Remind the agents that we do not issue full refund right away, unless the system allows it or customers claim they cancelled within the 14 days and been billed
• If cx’s subscription is not monthly, but a 4 week subscription, agent should not state “This is why you were charged the monthly subscription for $39.80, rather should state 4- week subscription”

Rudeness/Dropping or Releasing of Calls:

• We do not tolerate Rudeness and Dropping of calls. Agents should know the repercussion of doing so.
• Terminable Offense Class D (Grave Offenses)under our COC: Offenses Affecting Company Interest: Behaving with disrespect, discourtesy, or improper conduct towards clients, customers, and other persons transacting business with the company