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CS CRM Functional Delivery Script 2021

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30 views4 pages

CS CRM Functional Delivery Script 2021

Uploaded by

loriagajes
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CS CRM functional delivery script

Simulation with CRM objectives:

● Develop multitasking skills (document while engaging the customer + navigating/using the CS
KB)
● Improve typing skills (focus on speed + accuracy)

Case Handling:
● Use CRM for (1) caller verification or account authentication as well as (2) case documentation.​
● Proceed with the call if the verification is successful.
● Case documentation should contain RIRA:
○ R​eason for Call (RFC)
○ I​ssues during the call
○ R​ecommendation/s
○ A​ction item/s
● Implement the paperless policy in the working group
● Use the following tools during the simulations:
○ CRM
○ KB
○ Notepad or Google alternative (document using the notepad, then copy and paste details
to CRM)

Account/caller authentication script:

Standard Spiel
Thank you for calling BPI Phone Banking.
Opening My name is _____. How may I help you today?

May I ask for your name to address you properly?


(Empathize as applicable)​

Functional framework (including assurance)


● Acknowledge​: It looks like you are worried about the credit time of your 13th
month pay
● Empathize​: I would be concerned too if I were in your situation.
● Assure​: Do not worry. I will help you.

Empathy
Important:
(15%)
● Empathy is different from sympathy.
● “I am sorry" is sympathy.
● “I feel your concern/pain/worry" is empathy.
● Use neutral words to the customer; do not aggravate the sour or negative
state of the customer by saying non-neutral words. Do not say these
lines…
○ “Ma’am, I am sorry” — This line is not empathy. This line is
sympathy and admittance of guilt or fault.
○ “Ma’am, I know you are frustrated/angry” — This
acknowledgement line will not pacify the customer. On the
contrary, the customer will feel more emotional if you say this.
● Stay neutral. Use lines like these:
○ Customer is angry - “I know you are very concerned / bothered
about what happened…”
○ Customer is in a hurry - “I know your time is important / you are a
busy person…”
○ Customer is having a hard time with the system / process - “I know
that you are having challenges with the enrollment…”
● When to empathize? Empathize when the situation is bad or when the
customer feels bad…
○ Customer is shouting; tone is high or condescending.
○ Customer is using sour and/or sarcastic words/lines.
○ Customer is cursing/saying bad words.

I will assist you.


Assurance
(5%)
*May I ask for your name to address you properly?
Functional actively listening framework
● Set expectations​: "I need to make sure I got your concern/request right. Let
me confirm the following details I captured..."
● Repeat issues or requests raised during the call​: "You said earlier that ... 1st,
2nd, 3rd..."
● Confirm​: "Did I get it right?"
● Provide reason for call​: "Okay. So, you called today because you want to... or
because you are concerned about..."
● Confirm​: "Did I get it right?"

Account authentication via CRM


Before we proceed with the call. For security purposes, I need to verify a few things
Listen about your BPI account. May I have your account number, please, so I can pull up your
Actively account? (check if the customer's BPI account is already in the online system); 3 of 4
(15%) correct answer is required to proceed with the call:
● First Name and Last Name
● Birth date
● Email address
● Complete address as stated on the account
● Security answer

Thank you for verifying the information:


1) Your account has been verified. We can now proceed. (OR)
2) It looks like your BPI account is not yet in the system. We need to create an account
first before we proceed with your request.
Sample basic questions:
(Only ask those questions that are applicable to the customer concern.)
● Do you have a device that you could use to execute the process?
Probe ● Is your device connected to the internet?
(15%) ● What do you see on your screen?
● Do you have a BPI Account?
● Is your BPI account already enrolled in our online system?
● Did you already enter the required information?
Provide the steps
Solve
Provide correct information
(20%)
*Error by commission is an auto fail
Verbalize RIRA:
R​eason for Call (RFC)
● Cus called 6 oct 16, 8:30AM coz she needs help with her monitor;
not working
I​ssues with the item or during the call
● Cus tech know-how poor
● Cus called brother to assist with troubleshooting
R​ecommendation/​resolution:
● Guided cus - step by step troubleshooting
● Used the power cable of the tower to test the monitor
Verify Need
● Confirmed that the power cable of the monitor is damaged; other
(10%)
cable worked
A​ction item/s
● Cus to return the cable to Jaeger store for replacement

(Document RIRA call in the CRM.)

Did I get everything, right?

Did we resolve your concern today?

Verify Service
(5%) Did I provide you a satisfactory service?
(Use de-escalation as applicable)

Functional de-escalation framework (refer de-escalation sample sheet)


● Acknowledge
De-escalation
● Empathy
(Sandwich
● Facts about product/service
Method)
● Build Rapport (if only applicable)
(15%)
● Assurance/ Ownership
Example:
● Acknowledge:​ I know/understand that you want to watch Manny Pacquiao's
fight today.
● Empathy:​ Seems like you are really a fan. If I were in your situation, I would
feel the same way too.
● Facts about product/service:​ However, I want to let you know that bills paid
online takes 1-3 business days for clearing.
● Build rapport (as applicable)​:
● Assurance/ Ownership:​ You should not worry, Sir/Ma’am. Your confirmation
number is also your payment reference. I think that should be good?
Thank you again for calling BPI.
Closing
If you have other concerns, do not hesitate to call us back.

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