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Like - WOW!
You know when you ring the customer service line, and the recorded voice tells you "your call may be monitored for quality assurance purposes"? Well, they really are monitoring for quality assurance - our supervisors are listening to make sure that us voices on the end of the line behave ourselves, know our stuff, ask for the correct ID and generally leave the customer feeling all warm and fuzzy.
So we get rated on the things we have to cover to have a call that "meets expectations". We have to ask for the correct amount of ID, we have to give appropriate feedback, if it's within our area we hopefully should be able to fix the customer's problem or at least point them in the right direction,and we need to leave suitable notes on the account so that when they ring back for the fourth time to try and get a refund for slow service, we know they've already had one and aren't likely to get another. If we go above and beyond the call of duty (teaching an older customer what a homepage is, letting them know their current balance while they're asking about other stuff) we get an "exceeds expectations". For really helping them out (nasty Win 98 installs, getting a customer who was irate enough to disconnect happy enough to sign up for more) you get an "outstanding" - but they're rare enough that when someone gets one there is general rejoicing. Even an "exceeds" is news for an experienced rep, and unusual for an under-five-months rep like myself. To give you a better idea, if we get 5 out of 5 "meets expectations" in a month, our quality score is thus well over the requirement and we get a bonus.
So why am I educating you on the work requirements for my office?
Because today I received an "Exceeds Expectations" rating on a call!
Go me!
So we get rated on the things we have to cover to have a call that "meets expectations". We have to ask for the correct amount of ID, we have to give appropriate feedback, if it's within our area we hopefully should be able to fix the customer's problem or at least point them in the right direction,and we need to leave suitable notes on the account so that when they ring back for the fourth time to try and get a refund for slow service, we know they've already had one and aren't likely to get another. If we go above and beyond the call of duty (teaching an older customer what a homepage is, letting them know their current balance while they're asking about other stuff) we get an "exceeds expectations". For really helping them out (nasty Win 98 installs, getting a customer who was irate enough to disconnect happy enough to sign up for more) you get an "outstanding" - but they're rare enough that when someone gets one there is general rejoicing. Even an "exceeds" is news for an experienced rep, and unusual for an under-five-months rep like myself. To give you a better idea, if we get 5 out of 5 "meets expectations" in a month, our quality score is thus well over the requirement and we get a bonus.
So why am I educating you on the work requirements for my office?
Because today I received an "Exceeds Expectations" rating on a call!
Go me!
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no subject
Tell us something we don't know, dearone.
Very glad that they noticed, though. Kudos to you!