McMattchu burger.


Interact with Clients

Clip 1

Customer Type – Intermediate

Customer tone – Calm

Agent tone – Calm

Questions asked – concerning difficulty with DSL connection

Customer comfort – reassurance and calm tone

Technical Aspects – The Agent went through the process thoroughly and slowly

Issue Resolves – The agent helped the customer through the resolution process step by step

Ending Attitude – Satisfied and positive

Friendly? – Yes, he asked politley and patiently

In person – I would have sat down with him and taught the client how to do it themselves.

Clip 2

Customer Type – Intermediate

Customer tone – Nervous and Confused about his question

Agent tone – patronising and in a rush

Questions asked – concerning Jaguar addition upgrade for Apple Mac OS 10, and whether the upgrade will affect Mac.

Customer comfort – The agent made the customer feel intimidated

Technical Aspects – He did not put any effort and used technical jargon

Issue Resolves – Did not use Step-by-step resolution

Ending Attitude – Confused and negative

Friendly? – No, he was impatient

In person –

Clip 3

Customer Type – Novice

Customer tone – Confused and friendly

Agent tone – Calm, friendly and Courteous with greeting (Open ended question)

Questions asked – Airport Wireless Internet connection. New DSL modem does not function

Customer comfort – Agent provided reassurance and clarification. (Close ended question)

Technical Aspects – Agent went through a thorough explanation towards resolution

Issue Resolves – Went through process slowly, and gave advice for future use

Ending Attitude – Positive, supportive, and satisfied

Friendly? – Was polite and patient

In person –

Clip 4

Customer Type – Novice

Customer tone – Frustrated and intimidated (Active listening)

Agent tone –

Questions asked – concerning email, message drafts, and computer warranty

Customer comfort – Not very informative

Technical Aspects –

Issue Resolves – step b step resolution

Ending Attitude – satisfied

Friendly? – was polite and patient

In person –

Clip 5

Customer Type – novice

Customer tone – confused

Agent tone – calm

Questions asked – logic audio platinum

Customer comfort – Informative and reassuring with fellow employees

Technical Aspects –

Issue Resolves – Advice to go on online support

Ending Attitude – satisfied

Friendly? – was polite and patient

In person –

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