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  • Sample Coaching Late

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    Godwill Oliva
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    The document contains a question and answer session between an agent and their manager about challenges with their commute to work. The agent states that they recently moved and it takes 30-45 minutes to travel to the office depending on traffic, and that they are still getting familiar with the area after living there for 3 weeks. Rain affects their commute by limiting transportation options and causing delays. The only route to the office takes 30-45 minutes.

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    Sample coaching late

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    The document contains a question and answer session between an agent and their manager about challenges with their commute to work. The agent states that they recently moved and it takes 30-45 minutes to travel to the office depending on traffic, and that they are still getting familiar with the area after living there for 3 weeks. Rain affects their commute by limiting transportation options and causing delays. The only route to the office takes 30-45 minutes.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    34 views3 pages

    Sample Coaching Late

    Uploaded by

    Godwill Oliva
    The document contains a question and answer session between an agent and their manager about challenges with their commute to work. The agent states that they recently moved and it takes 30-45 minutes to travel to the office depending on traffic, and that they are still getting familiar with the area after living there for 3 weeks. Rain affects their commute by limiting transportation options and causing delays. The only route to the office takes 30-45 minutes.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 3

    Question to be ask: Agent’s Answer:

    Kelan ka lumipat? 3 days ago.


    Nacompute mo na ba ung preparation and travel Yes po.
    time?
    How long is your preparation? At least one hour and a half.
    Gaano katagal yung travel time? Kung walang traffic 30 mins. If may traffic, 45
    mins.
    Do you have any challenges about the commute? Wala naman po, kaso bago lang ako sa place.
    How long will it take for you to become more I guess, 1 month.
    familiar with the place?
    Why 1 month? Di po kasi ako matandain sa place.
    Ilan ba ung possible na daan papuntang office Only 1.
    from your place?
    Do you need one month to get used to getting to Hindi po.
    the office?
    What challenges do you have in getting to the Knina po umuulan. 1 week na.
    office on time?
    How does the rain affect your commute? Wala po masakyan. Minsan matagal magpuno.
    That’s the only way you have to the office? Yes.
    Question to be ask: Agent’s Answer:
    Among all your KPI’s which one do you think you I am having difficulties in working with my CSAT.
    are having challenges with?
    Which part of your transactions you are having Mostly TL, when I am handling OOW
    difficulties with? transactions?
    How do you handle OOW cases? I always give coupon codes after explaining the
    warranty coverage.
    Based on the advisory, how do we handle OOW Provide coupon codes and explain how to use it.
    cases?
    How do you explain it? I don’t usually explain it, because I find it too
    complicated?
    Which part is complicated? I find it hard to compare different speakers and
    maximize my resources. I think that it will take
    too much of my time.
    Scenario 1

    To provide empathy statements. Make sure to let the customer feel our willingness to help. We did a
    role play to make sure that the agent will be able to deliver it by understanding first the concern of the
    customer. Agent should empathize whenever it is applicable.

    Scenario 2

    Since it is taking time to go in the office while raining add an additional 15 mins to prepare before going
    to work. The agent needs to set his/her alarm earlier to prepare. Must be done while we have the rainy
    season.

    Scenario 3

    To give the advantages/benefits of using the coupon code. Do a role play on how to deliver it effectively.
    Made sure that the agent follows and do the same thing. Agent should use this whenever he has OOW
    cases. Agent should be more effective and make the customer realize that we are the expert.

    I can see th

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