| Situation | Description | Voice | Chat |
| CTI ID Match |
| Refer to How to Locate CTI ID Match |
| Opening | Provide a greeting by professionally introducing yourself and the company | Generic opening:- "Thanks for choosing Sling TV! My name is ______. Who do I have the pleasure of speaking with today?"
International opening- "Thanks for choosing Sling International, the #1 International TV provider in the US. My name is ______. How may I help you today?"
| Recommended chat greeting:- "Thanks for choosing Sling TV, the best of live TV streaming! My name is ______. Who do I have the pleasure of chatting with today?"
Note: Feel free to use your own greeting as long as you introduce yourself and the company in a professional manner |
| Addressing the Customer | Learn the customer's name and ask how they would like to be addressed | - "May I call you ____?"
- "Your name is ____, correct?"
| - "May I call you ____?"
- "Thank you for taking the time to chat with us today ____!"
|
| Empathy and Assurance | Offer empathy and assurance to show you understand their concern and are confident you can help | - "If I were in your position, I would feel the same, and I will be more than happy to help you with that today!"
- "I understand how frustrating technical issues can be. Let's work on getting this resolved."
| - "I understand your concern and I will be more than happy to help you with that today!"
- "I understand how frustrating technical issues can be. Let's work on getting this resolved."
|
| Update Account Information | If there are any missing details such as name or physical address, ask the customer if they would like to update their account with you | - "Can I get a current physical address to add to your account?"
- "I see the card we have on file is about to expire, would you like to update that with me today?"
| - "Can I get a current physical address to add to your account?"
|
| Researching/Using Tools | When you're not sure about a customer's question | - Search for related terms in Freshdesk
- Post your question in your support thread on Jabber
- Reach out to a supervisor if still unable to find answer
| - Search for related terms in Freshdesk
- Post your question in your support thread on Jabber
- Reach out to a supervisor if still unable to find answer
|
Sling GET
(HLG and LTN) | Use when you need help with:- which flow to follow
- finding information in an article/FAQ
- questions about steps in a flow
- multiple attempts to de-escalate have failed and customer is requesting a supervisor
GET does not provide Spanish supervisor assistance GE can make supervisory decisions when deemed necessary | When chatting in with a GE:- Provide as much detail as possible
- Respond in a timely manner
- Continue searching for your answer while waiting
- If the wait time is over 2 min, cancel the chat request and contact a local supervisor for assistance
- Release the chat when you have finished the conversation or received your answer
- Warm transfer customer to GE when directed
| When chatting in with a GE:- Provide as much detail as possible
- Respond in a timely manner
- Continue searching for your answer while waiting
- If the wait time is over 2 min, cancel the cat request and contact a local supervisor for assistance
- Release the chat when you have finished the conversation or received your answer
- Transfer chat once GE advises they have become available Escalating Chats to a Supervisor
|
| Self-help |
| Refer to Prevent Strategies |
| Customer-Initiated Hold |
| Refer to Releasing Calls or Chats, Usage of Hold and Mute |
| Agent-Initiated Hold |
| Refer to Releasing Calls or Chats, Usage of Hold and Mute |
| Dead Air |
| Refer to Releasing Calls or Chats, Usage of Hold and Mute |
| Silent/Unresponsive |
| Refer to Releasing Calls or Chats, Usage of Hold and Mute |
| Mute |
| Refer to Releasing Calls or Chats, Usage of Hold and Mute |
| Closing / Feedback Survey | Provide a closing every time and let the customer know we value their feedback | "Thank you again for choosing Sling TV, if there is nothing else I can assist you with, I'm going to transfer you to a one-question survey that helps us understand how we are doing.” If they decline the survey, you can end the call If they accept, transfer them to the Survey line
| Closings should include taking part in the feedback survey. Example of ending in chat macros:- "I’m glad I was able to assist you with that. For your convenience, you can always make changes by logging into your account at sling.com. Before you go, please click the **END CHAT** button in the upper portion of this window to provide us with feedback on how we're doing! Thank you for choosing Sling TV!"
|
| Taking Credit Card Information | Advise the customer about self-serve options, then update the information for them if they refuse | If a customer asks you to change any credit card information, advise:- “Please keep in mind that you can always update your payment information through sling.com. It’s easy and it only takes two steps. I would be more than happy to walk you through this process”
If they do not want to use the self-serve options, update the credit card information for them | Email Agents:
If you encounter a situation where you would need to update the customer’s payment information, be sure to use a template that explains that you are unable to accept credit card information via email (i.e. – “Account not Created – Missing Payment”)
Chat Agents:
Advise the customer that they can update payment information via sling.com, directions for which can be found in the Help Center.
If customers inquire about a phone number instead, advise them to call 1.888.363.1777 |
