1. BE WARM AND FRIENDLY

Our S4X behaviors are essential in every customer conversation. All eight behaviors help us more effectively differentiate the customer experience through our eyes and the eyes of Comcast customers. The connection between S4X and the customer's stability strengthens with each behavior you use, which means Agents who use these skills can elevate their success!

START SOLVE

1. BE WARM AND FRIENDLY

Agent Behavior

Create a personal connection so customers feel valued and well-cared for.

Customers Should Feel

? Welcomed as a friend ? Personally connected and can relate to the agent ? The agent is engaging, trusting, empathic, and authentic

2. SHOW APPRECIATION

Agent Behavior

Recognize the customer's existing or intended relationship with the company and/or acknowledge the significance of customer's loyalty.

Customers Should Feel

? Feels he/she is important and valued, the VIP treatment ? Cared for as a customer and partner in addressing/resolving the issue or concern ? Recognized for being an Xfinity customer

3. OWN IT

Agent Behavior

Do everything possible to resolve the issue, instilling confidence and trust with the customer.

Customers Should Feel

? Confident they have reached an expert ? The agent has a "can do" attitude with a sincere willingness to see their issue

through to full resolution ? The agent is accountable and does not place blame on other teams

4. DISCOVER NEEDS

Agent Behavior

Ask thoughtful, relevant questions, collaborating with the customer to thoroughly define the opportunity/issue, and identify the best solution.

Customers Should Feel

? The agent asked the right questions, in a conversational manner, to ensure they have the information needed to resolve the issue

? The agent knows what matters most to them and why ? Agent is knowledgeable in uncovering root cause and whole-house needs to match

appropriate solutions

SELL SUMMARIZE

5. LISTEN ACTIVELY & RESPOND APPROPRIATELY

Agent Behavior

Customize the conversation by listening for cues and tailor response to the customer's experience.

Customers Should Feel

? The agent is listening, understands their concern and is acknowledging information/updates given by customer

? The agent is actively engaged, hearing the customer the first time ? The agent provided relevant and clear information

6. BE AN XFINITY AMBASSADOR

Agent Behavior

Promote Xfinity brand, products and services by demonstrating expertise so the customer can feel agent's excitement and enthusiasm.

Customers Should Feel

?The agent is a proud brand ambassador, and enthusiastic about Xfinity products & services

?The agent demonstrates knowledge about Xfinity products and how they meet the customer'sneeds

? Excited and informed about available product options, resources and tools

7. MAKE IT EFFORTLESS

Agent Behavior

Make all interactions for the customer quick and easy, promote digital/self-service capabilities for future use.

Customers Should Feel

? As if the agent made the interaction"easy" ? The agent respects customer's time and wants to make sure that their needs are

met with one call ? Educated about Xfinity's self-service and/or digital options

8. SET CLEAR EXPECTATIONS

Agent Behavior

Keep customer informed throughout the interaction using transparent communication ensuring next steps are understood.

Customers Should Feel

? Kept informed of what they are doing to resolve the issue throughout the interaction and avoiding self-talk

? The agent clearly disclosed actions taken, expected next steps, any changes in fees or recurring charges, and associated timing

? Knowledgeable of the situation and resolution

USE ALL THESE S4X BEHAVIORS IN ALL YOUR INTERACTIONS TO BOOST YOUR PERFORMANCE METRICS AND ENHANCE THE CUSTOMER EXPERIENCE.

GOOD LUCK!

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download