Voted Best Answer
Aug 07, 2016 - 05:10 AM
Looks like one of your peers got to me a little quicker. I think it was Jumper. Anyway, I have resolved the issue and my notes are available in the call. I will see if I can grab my notes from another source and attach them here for others to work through. However, in the meantime your credit and my comments are in.
Next time send me a link and little more details about the call. That way I can quickly prioritze your concerns.
Thanks dear for stopping by!
Got it.........in time before I had to post a second comment
Some clients are using the appt upfront approach to streamline the caller's concerns and their overall cust serv experience. Although, the customer seemed hesitant at one point she still agreed to the appt. Ov says a new appt oppt trumps all. However, I can see the reason for so much confusion though. We must realize that some calls can fall into more than one criteria. This is the main reason that Admin has asked that we start to provide a GA Cred, when applicable. So that the reviewers do not suffer for a mixed call. Appts are revenue driven, so we simply cannot dismiss them because a question needs to answered later. Let the booked appt run and if the caller has a change of mind later, then the appt can be adjusted. As mediators, we MUST be aware that there can be conflicting data in a call and we should be able to rise above it and provide credit including supporting claims as to why. A GA Cred should not be used in place of our own lack of knowledge. But provided in a way to where it is meaningful. Therefore, there will be no penalty here. The caller agreed to a Firm appt pending the Service advisor follow up on the price.