Training Review

​These last two weeks some opportunities for improvement were evidenced in your interactions with customers during your calls

• This is how you can perceive and intellectually understand the way someone else feels. (key words).

• ​​Show that you care, and you are willing to help.

• ​Be gentil when delivering bad news, try to provide an option if possible, if it is not the case, provide confort on the final result ( it's just a setback)

​Empathy

The customer can request the cancellation of their Solar Project before Installation, Once installation has began, The Project ​will remain active (this is explained in the contract).

​

If the cancellation request ​ is within he allowed period, account needs to be ARC.

• All queue and direct calls are recorded.

• There are two valid reasons when we need

to not record a customer:

​ 1) customer requests that they not be recorded​

2) customer wants to make a payment and

give you their credit card information over the

phone

• To stop recording, click the "Mask" button

• When ready to record again, click "Unmask"

​

Masking calls

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Place yourselves in Available once you're Back and keep up with your great job!!!