Reliance Service_CED_Version 8_Arise.pdf

RELIANCE SERVICE - CED (Call Excellence Definitions)
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CALL EXCELLENCE DEFINITIONS and GUIDELINES
RELIANCE – SERVICE CSP’s
The purpose of the Call Excellence Definition (CED)
document is to provide you, in clear and specific terms, the
expectations for delivering service excellence on every call.
The quality of the customer experience is just as important
as the services we provide.
This is a “Living Document” that will continue to be refined
to ensure that our efforts are aligned with the “Voice of the
Customer” and our corporate sales & service philosophy.
This is not a script. Example phrases have been provided for
guidance only. We want each CSP to incorporate your own
personality and feel comfortable with your own wording,
within the guidelines provided herein.
~ Mark Twain

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OBSERVABLE BEHAVIORS/ SKILLS
while following PROCESS AND
PROCEDURES
EXAMPLES/SOUNDS LIKE
WHAT YOU SAY
CALL OPENING
Be Prepared  Welcome the caller
and give them your
undivided attention.
 Is prepared and ready to take or
answer the call (inbound/outbound).
 All noting from previous call
completed.
 Something available to take notes –
notebook, notepad as applicable
 Logged-in and all applications open
Answered the call without delay.
Position your headset properly to
ensure that the customer can
easily hear you.
Refrained from eating, chewing
gum while on a call or having side
conversations that continue after
the call has been presented.
Greeting (Inbound Call)  Make a good first
impression
 Demonstrate interest
and willingness to help
 Demonstrate
approachability,
willingness to help,
engage the caller
Answer with the standard greeting. This
greeting, but must include the following
elements:
1. Thank the customer for calling
2. Brand RHC
3. Provide your first name
4. Provide an Offer of Assistance
If the call is a transfer from another
department you are required to
reintroduce yourself to the customer.
“Thank you for calling Reliance.
My name is Alanna. How may I
help you?”
“Thank you. You’ve reached
Reliance Home Comfort. My
name is Wendy. How can I help
you today?”
"Thank you for calling Reliance.
My name is Jessica. How may I
help you today?”
Greeting (Call Back) 1. Identify your first name
2. Brand RHC
3. State that you are returning their call.
“Hello. This is Jessica from
Reliance Home Comfort. I am
calling you back as discussed.”

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NOTE: If you are not able to connect with
the customer on the call back attempt,
leave a detailed message on voice mail or
answering machine.
NOTE: If not able to leave a message with
the CX, please note in the file the date(s)
and time(s) of attempted call backs.
“Hi, my name is Denise from
Reliance Home Comfort returning
your call.”
“Hi, this is Mike returning your call
from Reliance Home Comfort.
Unfortunately I was not able to
reach you. If you still need
assistance, please feel free to call
us back at 1-XXX-XXX-XXXX.
Notes include information such as:
Lost connection – attempted to
call back but was unsuccessful. CX
voicemail was full
Acknowledge Caller’s Direct
Comments Or Inquiry
(Positioning)
Demonstrates:
 Professionalism
 Helpfulness
 Efficiency
 Empathy
 Respect
 Taking Ownership of
the Issue
 Control the
conversation
 Acknowledge the caller’s inquiry,
issue/concern
 Acknowledge the caller’s emotion.
 NOTE: If the CX needs to be
transferred to a different department,
acknowledge their comment/inquiry,
and then transfer appropriately
“Certainly, I can help you with that
…”
“Let me look into that for you …”
“I am sorry to hear that. I can look
after that for you.”
“I can understand how frustrating
that is.”
“I understand. Let me transfer
you right away to a specialist to
handle your situation.”

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VALIDATE CUSTOMER
Verification  Safeguard the
customer’s privacy.
 Ensures that we only
provide personal
information or make
changes to the
account for authorized
users.
 Helps us find duplicate
accounts.
 Ensure customer
information is
complete and accurate
 Ensures we have a
working telephone
number if a call back is
required.
THEME FOR VERIFICATION:
“ASK, DON’T TELL”
Follow the Customer Verification Process
on Reliancenet.
Ask (do not tell) an existing customer to
verify (as applicable):
o Their first & last name
o Telephone # OR
o The full address, Unit# on the
account
o Postal Code
Note: For a Business CX who is calling in
about multiple accounts, verify the contact
and a minimum of one account number
before transferring.
Note: Verification should be completed
before transferring a call to another
department.
Note: If a cold transfer is required
document that the CX has been verified in
Upstart, and include a brief description on
CX issue so that the department is
prepared and ready to resolve the CX’s
concern (saves time/reduces CX effort)
“May I have your name* and
address with full postal code”
“[state their name], can you
please confirm your phone
number please?”
“May I have the telephone
number associated with your
account so I can pull up your
information?”
“Would you please verify your
name, full address including postal
code and the telephone number
on the account?”
“Here is the customer’s premise
code and they have been fully
verified”
NOTE: Verification/Validation is
not required to answer general
questions, defined as Reliance
company information such as:
o Fax #
o Mailing Address
o Branch location
o Branch phone number

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TIP: Sounds less transactional to
ask for email & phone # together
as one question
CALL RESOLUTION
Probed effectively to
Understand and/or Clarify
Customer Need (if the
customer does not clearly state
reason for the call).
Demonstrates:
 Professionalism
 Helpfulness
 Efficiency
 Empathy
 Respect
the Issue
 Control the
conversation
 Ask appropriate questions to fully
discover customer’s need/concern.
 Do not assume or jump to conclusions
before customer has fully explained
the situation.
 Probe to verify ‘unspoken’ needs.
Review the customer’s history to
frame your questions and clarify
customer’s references
 Engage the customer by asking both
open and closed ended questions.
 Pause appropriately for customer
response or acknowledgement
Open-ended Questions:
Begins with who, what, when,
where, why and how – requires a
detailed response.
Closed-ended Questions:
Begin with are, is, do, can, have,
result in a specific answer or a
simple “Yes/No”
Provided CX with COMPLETE
Information Related to Query
Demonstrates:
 Professionalism
 Helpfulness
 Efficiency
 Gathered all information required to
correctly process and/or respond to
the customer’s request.
 Apologize and Recover when
you realize you have provided
incorrect or incomplete
information (own up to your
mistakes – customers are

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 Respect
the Issue
 Control the
conversation
 Provide the CX with all relevant
information specific to the call type,
and in context to the conversation
o Access your Reliance Net
resources and tools to ensure
that you are covering all the
necessary information based
on the call type
 Bill 59 discussed and documented
accordingly
NOTE: If unable to find information call
your SME to get clarification and answers
regarding the customer’s request.
forgiving as long as you
recover)
 “While the Technician is
there, they may also
discuss other products
and services that may be
of benefit to you. Is that
ok?”
 Document canned note
Provided CX with ACCURATE
Information Related to Query
Demonstrates:
 Professionalism
 Helpfulness
 Efficiency
 Respect
the Issue
 Control the
conversation
 Provide the CX with correct and
accurate information specific to the
call type, and in context to the
conversation
o Access your Reliance Net
resources and tools to ensure
that you are providing
accurate information based on
the call type
For CRS:
 Attempt to reach out to service
managers if issue is a result of an
 Apologize and Recover when
you realize you have provided
incorrect or incomplete
information (own up to your
mistakes – customers are
forgiving as long as you
recover)
For CRS:
“Let me reach out to the Service
Manager to see what I can do to

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unresolved service concern.
 If the customer is asking for
compensation make an offer first
before taking the concern to a service
manager.
resolve this concern for you.”
“I can offer $XX as compensation
to help resolve this concern
today.”
ACCOUNT DOCUMENTATION
Work Order/CRS notes were
completed and accurately
reflected caller
interaction/action(s) taken
Reference your Work
Instructions to ensure you
are following appropriate
procedures based on call
type.
 Ensure all relevant notes/data entry is
entered completely and accurately and
are completed during or immediately
following the call.
 Acronyms/short forms used must be
understandable
 Ensure notes are always left on the
account – especially when transferring
to another team member and/or
department
 Name of the person you are speaking
with must be documented in the
notes.
 (CRS Only) If a same day follow up is
required regarding a customer’s issue
you are expected to note the account
with the resolution.
 Account Note Format
Reason:
Action:
CPP:
User ID:
Transferred the CX correctly
and appropriately (following
TRANSFER PROTOCOL:
 If the caller is to be directed to another
“I apologize – but I need to
transfer you to a different

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the current work instruction) queue, please advise them in advance
of the transfer.
 ALWAYS attempt warm transfer first.
A warm transfer to CRS is required at
all times.
 If applicable, provide the caller the
phone number or extension number to
which you are transferring them in
case the caller is lost or disconnected
in the transfer.
 Complete notes in the CX file with
details of situation prior to releasing
the caller after a warm transfer to the
appropriate department
 NOTE / NEW PROCESS: if a cold
transfer is required, CSP MUST
populate the Upstream Works screen
with Prem or A/C #, confirming that
you have Verified the CX, your
name/CSP ID, department and location
department. Please hold while I
transfer you to the XXX dept.”
Contact number or email
address was provided if follow
up is required.
(CRS Only)
Demonstrates:
 Helpfulness
 Respect
 Accountability
the Issue
 Provide the customer with the CRS
department number or email address
if you cannot resolve the customer’s
issue on the call.
“I will need to look into this issue,
can I call you back at xxxx. If you
need to contact my department
you can reach our team at xxxx.
Anyone in our department will be

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able to assist you.”
CROSS SELLING / UP SELLING (if applicable)
Identified Opportunity to
Cross/Up Sell
Made Sales Presentation
Offered Current/Applicable
Promotion
Promoted Features, Benefits,
Value Statements
NOTE: CRS is not expected
to up/cross sell, unless the
CSP feels it is appropriate
within the context of the
interaction.
Demonstrates:
 Professionalism
 Helpfulness
 Efficiency
Control the conversation
 Addresses the initial reason for the call
before transitioning to offer a product
or service
 Provides the caller with the necessary
information about the product
 Reinforces promos that are relevant to
the customer
 Anticipates caller’s questions
Stress the benefits: keep it simple /
personalize to the customer / explaining
the peace of mind service – they can call
with any of their hvac/plumbing/wh needs,
all in one location
Reference the “CPP
Comprehensive Toolkit” for
examples on how to position
“Just to let you know, we have
many other services that we offer
at Reliance …”
“Have you had any plumbing
issues in the past?”
“Have you ever considered a
protection plan for your <furnace,
a/c, plumbing> when you have
any breakdowns?”
Ask for the Business Attempt to close when you hear a ‘buying
signal’.
“I can enroll you in the CPP right
now …”
Effectively Handled
Rebuttals/Objections
Attempt a rebuttal during a cross/up sell
opportunity.
NOTE: Be sensitive to the context of the
Reference the “CPP
Comprehensive Toolkit” for
examples

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conversation – do not risk
upsetting/annoying the customer.
Completed Relevant Recap and
Provided Completed &
Accurate T&C/Verification
Script
 Manage customer
expectations
 CRITICAL – legal
implications
 Used correct T&C (verification script)
and stated it accurately
NOTE: Ensure that the CX understands
that they are being enrolled in the
protection plan in order to receive their
welcome package. The CPP becomes
effective 21 days after enrollment, which
provide the CX time to review the
welcome package and ensure that they
want to continue with the CPP.
Example Transition statements
into T&C/Verification:
“I have two short confirmation
questions I need you to answer …”
“In order to begin the enrollment
process, I need ask you a few
questions…”
Completed Correct Data
Process/Order Entered
Correctly
Ensures the customer will
have the service they
requested on their
account.
Will cut down on
escalations where a plan is
not added to the
customer’s account.
CPP/PPP/NFL is entered correctly using the
tools provided.
The tools for CPP/PPP are CMS, Data Entry
Form & New Customer SharePoint form.
Follow the processes for adding CPP from
the one and sold page on Reliance Net.
NFL will need to be entered using the Need
For Lead form on Reliancenet.

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CLOSING
Recapped or Summarized Key
Actions or Information Based
on Interaction
• Prevent unnecessary
call backs or rework
(First Call Resolution)
 Recap actions the CSP would complete
 Recap actions the customer would
take
 Restate date/time frame
 Confirm telephone #
“To confirm, the technician will be
there <date/time-frame> …”
Offered CX with Confirmation,
Reference, Service Work Order
or Case Number, as applicable
Demonstrates:
 Professionalism
 Efficiency
 Ensure that the Customer is offered
the applicable reference number
should they need to call back
 CRS Only – Offer case or note number
if follow up is required or anticipated.
 CRS Only – Offer CRS toll free number,
explaining that anyone in the
department will be able to assist them
should they need to call back. (New
process – do not offer direct number)
 CRS Only – If after call work is required
for a note a reference number will not
be required to the customer. It will be
marked as an N/A.
“Would you like to take note of
this reference number – it would
make it easy to access your file
should you need to contact us
again.”
“If you need to reach us again –
call 1-866- Reliance and select the
Service option”
CRS Example: “Feel free to call us
back at 1-855-625-4090. I have
made detailed notes in your file,
so if I am not available, any one of
the representatives will be able to
assist you.”
Checked for
Agreement/Understanding or
Provided a Further Offer of
Assistance, as required
 Prevent unnecessary
call backs or rework
(First Call Resolution)
 Ensure the customer understands the
next steps
 Provide a further offer of assistance
“Have I answered all your
questions today?”
“Is there anything else I can do

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today?”
“Is there anything else I can
assist/help you with today?”
Used Standard Closing  Leave them with a
positive last
impression
 Express appreciation
 Brand Reliance Home Comfort
 End on a positive note
 Allow the customer to hang up first in
case the customer has an after-
thought (use your judgement – only
wait 4-5 seconds and then release the
call)
“Thank you for calling.”
“You’re welcome and thank you
for calling Reliance Home
Comfort.”
“It was my pleasure and thank you
for being such a loyal Reliance
Home Comfort customer!”
“Thank you for bringing this to our
attention.”
“Have a great day!”
“Have a nice weekend.”
“Enjoy the rest of your day.”
HOW YOU SAY IT
COMMUNICATION EFFECTIVENESS / CALL CONTROL
Used Transitioning Phrases,
Positioning Statements to Build
Rapport and Guided the Caller
Through the Interaction
Demonstrates:
 Confidence
 Empathy
 Open-mindedness
 Use bridge phrases to guide the
conversation
 Explain why certain information is
required
“The reason I ask these questions
is …”

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 Respect
 Helpfulness
 Patience
Responded Directly or
Appropriately to the caller’s
question(s), addressing the
caller’s sense of urgency
Demonstrates:
 Professionalism
 Informative
 Efficiency
 Helpfulness
 First Call Resolution
 Always respond to any caller’s initial
question before transitioning to asking
for information that the business
requires.
“I understand how frustrating this
is. Let me see how quickly we can
get a Service Technician to your
home …”
Actively Listened. Explored
Unclear Statements. Allowed
Caller to Complete Their
Questions or Statement
without Interrupting.
Demonstrates:
 Professionalism
 Informative
 Efficiency
 Helpfulness
 Take notes as required
 Acknowledge the customer’s specific
statement, concern or emotion
 Respond to verbal cues and clues
 Allow customer to finish
thought/statement without
interruption. Interrupt only when it is
necessary to bring the conversation
back to the issue at hand.
 Use a variety of passive
listening responses such as: “I
See”, “I understand”, “Yes”,
“OK”, “Right”, “Please
continue”, “That’s correct”
Set an ‘agenda’ for the
Interactions if CX has multiple
questions or issues
Demonstrates:
 Professionalism
 Informative
 Efficiency
 Helpfulness
 Establish the customers’ expectations,
and maintain call control by setting an
agenda for discussion of multiple
questions or issues
“I understand – let’s first tackle
<first issue>, and then we can
move on to <additional issues> …”
Spoke at a Pace that is Easily
Understood. Adjusted Style to
Demonstrates:
 Professionalism
Note: If the caller asks you continually to
repeat yourself, you are going too fast.
Caller does not ask the CSP to slow
down or repeat themselves.

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Match the Caller  Informative
 Efficiency
 Helpfulness
Adjust your pace to match the caller’s.
CSP slows their pace to
accommodate slow speakers.
Disconnected Line Expectation Demonstrates:
 Professionalism
 Accountability
 Helpfulness
 If the line disconnects with the
customer you are required to attempt
to reach out to the customer.
“Hi, this is ____ calling back from
Reliance our line got
disconnected.”
SOFT SKILLS
Used Polite and Positive Word
Choices
Demonstrates:
 Clarity
 Confidence
 Empathy
 Open-mindedness
 Respect
 Helpfulness
 Caring
 Accommodating
 Values Customer
 Look for opportunities to use please
and thank you
 Accept politely information offered by
customer
 Use collaborative language – I/We.
Avoid referring to other people or
departments in the company as “they”
 Use the customer’s name in
conversation.
There are several places in a call where
it is natural to use the customer’s
name:
- At the beginning of the call when
you have verified them. “Mr.
Jones, let me pull up your
account.”
- After placing a caller on hold.
“Sally, thank you for holding.”
 At the end of the call. “Andrew, thank
you for choosing Reliance Home
Comfort.”
PHRASES THAT PAY:
 Certainly
 Absolutely
 Definitely
 I can take care of that for you
 I can correct
 I will do my best
 I can do
 Of course
 That’s not a problem at all
 It would be my pleasure
 That is correct
 You are right
 Please continue
 I see
 I understand
 Thanks for bringing this to my
attention
 You have every right to be
concerned
 My apologies

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 I am sorry to hear that
 I am here to help you
 I will ensure that
 It has been my pleasure
 How may I assist you today?
 That is a good question
 That is unfortunate
 I will verify that for you
 I would like to confirm this
information
USE OF POSITIVE POSITIONING
AND PHRASING
 The use of positive
phrasing will not focus
on the negative and
will help with call
control, direction and
resolution.
 Do not focus on poor phrasing like
“This is the best I can do” or “my
systems are down...”
 Focuses on the positive phrases to put
a better spin on the situation.
 The use of positive phrases in
positioning will help reduce escalations
and provide a better customer
experience to our clients with a focus
on first call resolution.
Instead of, I don’t know/I’m not
sure, say… “Let me find out for
you.”
Instead of, I don’t know. Say
...”That’s not something I know
off the top of my head, but I can
certainly find out for you.”
Instead of, NO, say... “Although
we can’t provide that, here’s a
better/ similar option.”
Instead of, NO, say... “Although
we can’t provide that, here’s a
better/ similar option.”
Instead of, There’s nothing I can

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do. Say... “I understand your
frustration. What can I do to
help?”
Instead of, Let me correct you on
that. Say... “I must not have not
explained that correctly, my
fault!“
Instead of, There must have been
a miscommunication. Say... “I
totally misunderstood your
request. Let me fix it!”
Instead of, I’m sorry, I’m sorry,
I’m sorry. Say... “I’m sorry you
had to experience this, but don’t
worry, we’ll make it right.”
Instead of, That’s not something I
can do. Say ... “I can’t make that
call but I will look into this for you
and see what I can do.”
Instead of, Sorry but it is
policy. Say... “Sorry for the
frustration, but here is why the
policy exists.”
Instead of, We don’t deal with
that. Say ... “It sounds like you
need (X department). I’ll transfer
you and provide you the

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number.”
Instead of, I can’t. Say... “This is
what I can do to help you in this
situation.”
Clearly Enunciated, Used
Inflection and Spoke at an
appropriate Volume
Demonstrates:
 Clarity
 Confidence
 Empathy
 Open-mindedness
 Respect
 Helpfulness
 Caring
 Accommodating
 Values Customer
 Speak with confidence. Believe in
yourself. This means - speak without
hesitation; with inflection; clearly
enunciate your words; use volume that
is easily heard by the caller.
Note: If you are too soft-spoken you do
not sound confident; if you are too loud
you sound aggressive.
Spoke Clearly and Confidently Demonstrates:
 Clarity
 Confidence
 Respect
 Helpfulness
 Caring
 Accommodating
 Values Customer
 Use plain (conversational) language.
 Explain our processes and procedures
in simple terms. Use common
references and avoid slang, jargon and
internal company acronyms (e.g. CPP,
A/C)
 Avoided self-talk – i.e. did not read
notes to the caller
 Ask for information in the form of a
question
Used ‘Informed’ Silences Demonstrates:  Use informing skills (informed silences) Example phrases for informing

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 Confidence
 Respect
 Helpfulness
 Accommodating
 Values Customer
to ensure the customer knows what
you are doing on their behalf.
This is done so that the caller is aware
of what you are doing. Dead air is no
longer ‘dead’ as the caller appreciates
what actions you are taking on their
behalf and makes the caller aware that
you are not waiting for information
from them.
skills:
“I‘m searching your account …”
“It will just take a moment to…”
“I am searching for that
information”
“I am documenting the necessary
information in your account.”
“I will just be a moment … I am
researching to see what times are
available to schedule your
appointment …”
Speak in full sentences.
Requests for information were
made in the form of a question.
Demonstrates:
 Clarity
 Confidence
 Respect
 Helpfulness
 Caring
 Accommodating
 Values Caller
 Always ask for information in the form
of a question to avoid sounding like
you are interrogating the caller.
“Would you please provide your
full address, including postal
code?”
Follow Proper Hold, Mute,
Procedures, as required
Demonstrates:
 Respect
HOLD PROTOCOL:
 Ask permission, and wait for the
“Mrs. Anderson, I need to put you
on hold while I check for the

19 | V E R S I O N # 8 – 0 4 - 1 8 - 2 0 1 8
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DESIRED OUTCOME
PROCEDURES
 Helpfulness
 Caring
 Accommodating
 Values Caller
answer.
 Provide a reason
 Set time expectations
 Thank the caller when you return to
the line
TIP:
Remember – if you encounter a confusing
situation, place the caller on hold to give
you time to concentrate and investigate.
TIP:
Set realistic hold expectations (extended
hold times) explaining that you will have to
reach out to Service Managers or other
departments in order to assist the CX or
resolve their issue.
MUTE:
 Use to cover a cough, sneeze or
sudden, loud background noise
 Do not use mute as an alternative to
placing the caller on hold.
TECHNICAL DIFFICULTY PROTOCOL:
 If system is slow – Let caller know that
Service Technicians next available
appointment. Would you mind
holding for a minute?”
“Mrs. Anderson? Thanks for
holding!”
“Mr. Johnson, may a put you on
hold for a couple of minutes while
I research this for you?”
“Can I please put on hold while I
finish booking your appointment”
“I apologize I am experiencing
some technical difficulties. May I

20 | V E R S I O N # 8 – 0 4 - 1 8 - 2 0 1 8
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DESIRED OUTCOME
PROCEDURES
the system is slow and put the caller
on hold.
 If the system is down – Advise the
caller that system is down due to a
“system upgrade”, and that you will
complete their request manually, or in
certain circumstances, requesting that
they call back
please put you on brief hold”
Positive Phrases for System
Outages can be:
“ This will take a moment, I’m
just waiting for my system to
respond”
“This will just be a moment, I’m
waiting for the computer to catch
up”
“This will be just a moment, I’m
just waiting for my system to
bring up the work order”
“ It’ll just be a moment, I’m just
waiting for your account to finish
loading”
Maintained a positive company
image throughout the call.
Pursued any Indication of
Dissatisfaction & Apologized
appropriately
Demonstrates:
 Professionalism
 Empathy
 Informative
 Efficiency
 Helpfulness
 Display belief and confidence in RHC
products and services
 Probed effectively to ensure clear
understanding of customer issue
 Apologized on behalf of the
organization – take responsibility – fix
the problem without placing blame

21 | V E R S I O N # 8 – 0 4 - 1 8 - 2 0 1 8
CATEGORY
CRITERIA
DESIRED OUTCOME
PROCEDURES
Used ‘diffusion’ skills
effectively and/or followed
escalation procedures correctly
Demonstrates:
 Take Ownership
 Professionalism
 Empathy
 Informative
 Efficiency
 Helpfulness
NOTE: If the CX
immediately asks for a
supervisor or CRS – try to
assist the cx before warm
transferring, or try to
obtain details to assist the
CRS team member.
Use diffusing techniques to respond
effectively to CX who is worried,
concerned, complaining or angry. Use the
following diffusing techniques:
 Active Listening
 Use ‘I can do...’ statements
 Do not interrupt caller.
 Use positive word choices “I
understand you’re upset”; “We
apologies for the inconvenience” etc.
Remember, Do Not take things
personally!
Additional diffusing techniques:
 Be open to the ideas and perspectives
of others (Listen to and evaluate them
without feeling defensive)
 Empathize…put yourself in your
caller’s shoes. See the problem from
their perspective. You will be better
equipped to solve the problem by
using your own experience.
 Don’t get hooked on the caller’s
negative emotions. Stay neutral.
Respond positively.
 Monitor your voice (rate of speech and
emotion)
 Slow down
 Attempt to fix the problem –
do not affix blame. Do not
blame others within the
business i.e. Call handlers,
tech, DE, Contractor

22 | V E R S I O N # 8 – 0 4 - 1 8 - 2 0 1 8
CATEGORY
CRITERIA
DESIRED OUTCOME
PROCEDURES
 Be sensitive to volume
 Be sure your tone is non-defensive
 Don’t fear the hold button -
(sometimes a time out is required for
the customer )
 Use correct grammar
 Use clear diction/ speak clearly
 Find the grain of truth
 Stay calm
 Breathe
 Practice active listening skills (being
respectively quiet)
Escalating A Call Checklist of steps CSP should
take/questions they should ask before
escalating the call.
1. Advise customer you can help
them to answer any and all
concerns the customer may have.
(be a problem solver)
2. Assure customer you are capable
of helping them.
3. Make every effort to complete the
request while the caller is on the
line. (Place on hold if need be)
4. Use negotiation skills in order to
satisfy the customer.
5. Give customer options of what we
CAN do for them to de-escalate
the call.

23 | V E R S I O N # 8 – 0 4 - 1 8 - 2 0 1 8
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DESIRED OUTCOME
PROCEDURES
6. Recap customers issue so you can
convey to CRS or Supervisor if
need be.
 Offer the CX your name (and employee
ID#) so that they may follow-up with
you if they don’t receive a call back as
promised.
ARISE: If a CRS/Supervisor is unavailable,
reassure the customer that they will
receive a call back within XX hours (get
pre-approval from chat).
ABUSIVE CUSTOMER POLICY  Bring the call back to
business
 Ensure customers and
employees are treated
respectfully
What to do on difficult/abusive calls:
 Listen to customer / let them vent
 Stay focused and calm
 Control your reaction to their
behaviour
 Let them know you want to help them
 If call is not resolved (do not offer a
manager) but alert a manager of
difficult call
 Place customer on hold and discuss
with SME the next course of action.
What NOT to do with Difficult/Abusive
Customers
 Do not talk over customer
 Do not tell the customer to stop
Warnings/2 strikes and you’re
out!
What are Abusive Calls:
 Name calling
 Derogatory comments
 Excessive screaming/yelling
 Swearing
 Verbal Abuse
Warning #1:
“Sir/Ma’am, Mr/Mrs/Ms
<Customer Name>, I am here to
help. I ask that we have a
business-like discussion.”
Warning #2:

24 | V E R S I O N # 8 – 0 4 - 1 8 - 2 0 1 8
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DESIRED OUTCOME
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swearing
 ASK don’t tell you are placing customer
on hold
 Do not get defensive
NOTE: If the CSP releases the call, they are
to advise your Supervisor immediately
through email – CX name, contact
information, brief summary of
conversation, date/approximate time of
call.
“Sir/Ma’am, Mr/Mrs/Ms
<Customer Name>, Again I am
here to help, but if you are not
able to have a business-like
discussion, I am afraid I will have
to release this call.”
Zero Tolerance:
 Personal Threats
 Threats of Physical Violence
 Racial Comments
 Sexual Harassment
NOTE: Release the call. Advise
Supervisor immediately with
date/time of call, prem #, name,
summary of content of call.
WHAT YOU DO
CALL CODING
- Call was logged and
properly dispositioned in
Upstart

Reliance Service_CED_Version 8_Arise.pdf

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