what behavior Clearly demonstrate how Xfinity has the best products, services, and online support in the marketplace.
Be an Xfinity Ambassador
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15
Keeping the customer involve during resolution
Set Clear Expectation
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Check
seesaw
Swap points!
Oops!
seesaw
Swap points!
Okay!
rocket
Go to first place!
Okay!
baam
Lose 10 points!
Oops!
thief
Give points!
5
10
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25
gift
Win 20 points!
Okay!
fairy
Take points!
5
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25
lifesaver
Give 25 points!
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15
Did you make all interactions for the customer quick and easy and promote self-service for future use?
Make It effortless
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15
what are the 2 "Exciters" behaviors?
BWAF & SA
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thief
Give points!
5
10
15
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25
gift
Win 5 points!
Okay!
gift
Win 10 points!
Okay!
lifesaver
Give 25 points!
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15
It is to Ensure a clear understanding of the customer’s unique situation, express genuine concern for helping the customer, and be fully present throughout the interaction.
LARA
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15
What is the agents mindset for MIE
Efficient and Accurate
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25
what are the 4 MUST behavior we have discussed
LARA , OWN IT, DISCOVER NEEDS, SET CLEAR EXPECTATION
