Best Practice: Great Recapping

Step 1

Confirm reason for calling and steps taken to resolveRecapping AFTER youve solved the issue

Recapping BEFORE you connect them to another department

SAME FOR BOTH SCENARIOS

What you do: Review what the customer called about Review the steps taken to complete the request focus on what was fixed, one at a time

Sounds like: You called to add/change ____ on your account. Ive gone ahead and processed that for you. Please be advised that it can take up to 24 hours to be completed You called in to rebook your ___installation date. I processed the order to make the change and your new installation date is ____ You called into go over your bill. We went over the charges for your ___ and ___ service to be sure the billing was right You called because your ____ credit/discount was missing on your statement. I made the changes on your account and you will see it on your next statement

Step 2

Clarify what still needs to be resolved

If there are NO additional fixes needed for this customer, then skip this step and go to step 3What to do: Explain what still needs to be done to resolved whatever is outstanding What needs to be done in the background What communication they can expect from you

Sounds like: To complete your full request, a form was sent. I will be contacted once the request is completed and I will call you back to confirm the order To complete the full change that you requested, further work is required. Once the work is complete, I will call you to confirm the order I am going to require assistance to complete you order so once I get some help, I will call you back to complete the order with you. The address we have on file needs to be updated in our system. Once the address is updated, I will you to complete your order

What to do when transferring: Lead with the benefit of why you are transferring them to another department Provide the customer with the direct line should they require specialized assistance in the future Advised that you will be putting them back in the queue to wait for the next available agent that will help them

Sounds like: ASSURE: To resolve your technical issue, I will connect you with our technical support team in order to troubleshoot your ___ service and if you require further technical assistance in the future, the direct number is 310-TECH. Im going to put you back in the queue to wait for the next available agent. There may be a slight wait but they will definitely be able to help you. Does that sound ok? MOBILITY: To complete your request involved mobility products, I will connect you with our wireless experts and if you require further wireless assistance in the future the direct number is 1.866.558.2273. Im going to put you back in the queue to wait for the next available agent. There may be a slight wait but they will be definitely be able to help you. Does that sound ok? CAM: To complete the changes towards your payment arrangement, I will connect you with our billing team. Im going to put you back in the queue to wait for the next available agent. There may be a slight wait but they will definitely be able to help you. Does that sound ok? L&R: To cancel the ___ service, I will need to connect you with our Loyalty Team. Youll be put back in the queue to wait for the next available agent. There may be a slight wait but they will definitely be able to help you. Does that sound OK?

Recapping AFTER youve solved the issueRecapping BEFORE you connect them to another department

Step 3

Sales Recap

If there are NO sales made, skip Step 3 and go to Step 4SAME FOR BOTH SCENARIOS

What to do: Summarize what sales activity you have just completed (that was in addition to their initial request) Advise customer of what they can expect to happen next OR any next steps that they may have to do. Ask the customer to have a paper and pen available Explain pro rata clearly and step by step make sure they understand it check they do!

Sounds like: Provided new service that activated automatically: The order has been completed to add the new ___ service. The service will activate in 24 hours. Provided new service that required customer activation: To activate your ___ service, you need to dial ___. When you are ready to turn off your ___ service, you need to dial ___ Changed existing service: The order to change/upgrade your ___ service is complete and the change will take effect in 24 hours. Sold Promo: For the first 6 months, your services will total ___ and after 6 months, your monthly total will be ___ Provided a service that starts mid billing cycle Since we added the ___ service today and your billing period starts on the 3rd, Id like to explain what you can expect on your next bill and It would be helpful for you to get a pen and paper to jot this down On your next bill, this service will be charged from today till the 3rd plus a month in advance After your first bill, this service will be regular monthly fee of ___ Did I explain that clearly enough it can be confusing so I am happy to run it by you again

Step 4

Reinforce Extra you did for them

If there are NO extras, skip Step 4 and go to Step 5SAME FOR BOTH SCENARIOS

What to do Make sure the customer knows you NOT ONLY fixed their reason for calling (or part of it) but you did a few other things for them that will make it better FOR THEM in the future

Sounds like: In addition to resolving ___, I also set up payment arrangements FOR YOU to avoid any service disruption. In addition to resolve what you called in about, I also set your account up on PAPS. This way your account payments will be automatically covered each month I also want to remind you that with the purchase of your new TV package, you can visit TELUS.com to easily locate your online channel guide or the other online options In addition to resolving ___, I set up a 4 digit pin that will be easy for your to remember

Step 5

Big CloseWhat to do: Close the interaction with a professional and personalized statement Leave the customer feeling impressed and confident in your listening, your solutions and that you value them as TELUS customer

Sounds Like: Just to confirm, I will be calling you on ___ to confirm your order once the additional work has been completed Is there anything further that I can help you with? Have I resolved all the issues that you had called about today? It was my pleasure to help you out today. Thank you for your patience and co-operation throughout the call.What to do when transferring Before connecting to another department, be sure that the customer does not have any further questions for you.

Sounds like: If there are no further questions, I will connect you with our billing team. Im going to put you back in the queue to wait for the next available agent. There may be a slight wait but they will definitely be able to help you. Does that sound ok? Great! It was my pleasure to help you to this point and I am confident that the next agent will be able to finish this off for you.