Diagnostics Center Quality Standards 2014
Contents
1. e I m happy to help you with that Let me get a little more information from you e That s a great question Name If you have a moment I ll do some research to find the answer Exceptional situation e We are aware of this issue and we are working towards a resolution lf the caller asks a direct question the agent may answer the question directly without confirming assistance The agent may also offer to research if the answer is not evident During the conversation when the caller requests the agent to take a specific action the agent then confirms assistance Not Confirming Assistance Certain phrases or actions do not build caller confidence and do not prepare the caller to receive the assistance they asked for Examples of Not Confirming Assistance e Asking questions related to the caller s request is not confirming assistance e Using single word confirmations such as Okay Sure Absolutely Uh Huh Certainly etc is not confirming assistance e Saying One second or One moment is not confirming assistance e Asking the caller to hold is not confirming assistance 6 10 2014 LUXOTICN gt Diagnostics Center Quality Standards 2014 Tonality Yes 5 pts No 0 pts The agent has a pleasant respectful enthusiastic energetic caring and courteous tone of voice throughout the call and includes a positive personality starting at the greeting and throughout2. Agent checks for understanding The agent responds to customer signals that may indicate the customer is unclear or unsure such as I think so I guess That s fine guess etc The agent responds to ensure the caller understands the information 6 10 2014 LUXOTICN gt Diagnostics Center Quality Standards 2014 Provides Incident Number to Caller Yes 1 pts No 0 pts Agent offers to give the caller the incident number for reference and callback for every call Example Would you like me to give you the incident number in case you need to call back Appropriate Use of Follow Up Yes 2 pts No 0 pts Agent uses follow up time appropriately to enter information related to the incident s Do not use this time to work on unrelated issues or emails Use the appropriate status for each activity such as email or outbound calls Personal email or IM is not appropriate during work hours and must be addressed during a break or after hours 6 10 2014 LUXOTICA Tze Diagnostics Center Quality Standards 2014 CUSTOMER SERVICE Professional Greeting Yes 4 pts No 0 pts The agent can use a greeting from the examples below or incorporate the following requirements in their personal greeting Requirements include our department name your name the caller s name caller s Lux ID store number and Brand For outbound calls only for each person on the call confirmation you are ca
3. LUXOTICA o gt Diagnostics Center Quality Standards 2014 LXOTIA L gt Diagnostics Center This quality program sets performance standards for the delivery of quality service to Luxottica stores and defines the culture of service in Diagnostics Center Team This quality program aligns with 2 agent annual performance objectives Job Knowledge and Customer Service acts as the method of measure for these annual performance objectives and is used to coach and develop agents to achieve standards of excellence Each quality element defined below is scored according to its definition and is associated with one of the two performance objectives There are a maximum of 50 points for Job Knowledge and a maximum of 50 points for Customer Service Examples are provided to help agents achieve standards 6 10 2014 LUXOTICA T gt Diagnostics Center Quality Standards 2014 JOB KNOWLEDGE Issue Identification Yes 4 pts No 0 pts The agent correctly identifies issue and seeks clarity through questioning Agent asks all questions to understand all details of issue Agent does not make assumptions Agent creates a separate incident for each issue that would have a separate operational or product categorization Verify the nature or reason for the call matches the whisper Example e If understand correctly Mary your Spartan Edger is down and you are unable to manufacture eyewear e So Name you need to insert the request a
4. to facilitate timely resolution of the issue Correct Incident Relationship Yes 3 pts No 0 pts Agent relates incidents to an existing incident or hot ticket and selects the correct relationship Correct Incident Status amp Status Reason Yes 3 pts No 0 pts Agent chooses the correct Status and Status Reason of the incident Detailed Incident Resolution Yes 4 pts No 0 pts Agent documents a concise statement in the Resolution Field and completes the correct Resolution Categorization Example Use Barcode K28 to identify encoder count Bad Example Find your User Manual turn to page 3 4 scan barcode K28 move the cursor to encoder reading to identify the encoder count Have a nice day 6 10 2014 LUXOTICN gt Diagnostics Center Quality Standards 2014 Use of Appropriate Support Tools Yes 3 pts No 0 pts Agent is self reliant using all appropriate systems and tools to troubleshoot and or resolve the issue Agent is timely in the use of all support tools Agent does not use tools that are not appropriate for the call or resolution of the matter Agent makes every attempt to identify the part number vs instructing the lab associate to contact the vendor All troubleshooting diagrams reference photos and information provided to the field associate must be professional quality and specific to the problem at hand Use of Knowledge amp Resources Yes 2 pts No 0 pts Agent exhausts th
5. e Ok I am pulling up a visual of the equipment we are discussing This will helo me understand our next step OK received your email the picture is great and can now see what you are trying to explain Example of Talking to One s Self the caller hears what you re telling yourself inappropriate information is provided e Come on computer start up e Please connect this time e This tool never works Empathy Yes 5 pts No 0 pts The agent recognizes the caller s inconveniences and shows empathy towards the caller s concerns The agent shows genuine empathy when the caller suggests he she or end customer has been inconvenienced The agent apologizes when necessary and offers to remedy the situation The agent is sensitive to frustration regardless of the caller s tone Examples of Empathy e understand your concerns and assure you that I will action plan e l apologize for the delay in receiving your replacement part let me see what can do to correct this situation e Tm sorry for your inconvenience with this issue Let s work together towards a resolution 6 10 2014 LUXOTICN gt Diagnostics Center Quality Standards 2014 Professional Word Choices Yes 5 pts No 0 pts The agent uses proper grammar word choices and pronunciation The agent communicates professionally building the caller s confidence in our ability to service their needs The age
6. exists Agent locates existing incident and updates per existing Remedy guidelines Example Are you aware if anyone from your lab has called about this issue before or any other related issues Were you troubleshooting any other issues prior to this current problem 6 10 2014 LUXOTICN gt Diagnostics Center Quality Standards 2014 Detailed Incident Summary amp Notes Yes 4 pts No 0 pts The agent uses the appropriate summary format with a clean and concise description of the issue Notes field includes a detailed description of the issue troubleshooting steps performed directions provided to the customer and the results of those actions Appropriate Incident Template Used Yes 2 pts No 0 pts Agent selects the appropriate template completes all required fields including documentation and troubleshooting Correct Incident Classification Yes 1 pt No 0 pts Agent chooses the correct Classification Operational Categorization amp Product Categorization Tiers to match the issue Appropriate Incident Assignment Yes 2 pts No 0 pts Agent assigns the incident to the correct assignment group with the proper urgency per Remedy guidelines Appropriate Incident Work Info amp Attachments Yes 3 pts No 0 pts Agent completes the Work Info Summary Notes and attaches all necessary documentation reference pictures video links diagrams screen shots error logs faxes from store etc
7. the call The agent builds a relationship with the caller The agent adjusts his or her pace pitch volume and voice inflection to meet the needs of the caller Pace the agent is accommodating to the caller s rate of speech and adjusts to meet the needs of the caller An increased pace can accommodate callers who may talk fast or may be in a hurry A slower pace can accommodate callers who talk slower or may require more information or education The agent does not voice frustration when the caller does not adjust his her rate of speech to meet the needs of the agent Pitch the agent avoids mumbling or slurring words and clearly defines words and numbers Volume the agent speaks at a volume that can be easily understood by the caller A loud volume can seem overbearing or aggressive while a soft volume may not allow the caller to hear you Voice Inflection the agent modifies voice tone or pitch The agent does not sound scripted or robotic The agent does not talk to one s self in place of continual interaction with the caller The agent tells the caller what he she is doing as appropriate The agent is not curt or rude and does not use an inappropriate tone with caller The agent does not use commanding or demanding statements The agent does not display any sign of uneasiness unwillingness boredom exhaustion or lack of energy in tone of voice The agent does not sound eager to end the call Example of Continual Interaction
8. Professional Closings e Thank you for calling e name we appreciate your call take care e Iam glad we could assist you Have a good day e ifthe caller thanks the agent first the agent should say You re welcome I m glad could help and wish them well If the situation requires the agent to call the store associate back the agent should set the time expectations and verify the number that they will call back e Mary lm going to have to do some research and call you back will call back in__ minutes at this number 513 999 9999 Will that work out all right for you e I understand you are really busy right now Would it be all right if call you back in __ minutes to resolve this What number should call verify That was 999 999 9999 will be sure to call you back in__ minutes Thank you 6 10 2014 12
9. all you back The agent takes the caller s number and follows up with the caller at that specified time If the caller says No or otherwise prefers the agent to hold the agent explains hold requirements No more than 5 minutes If caller s hold lasts longer than 5 minutes agent disconnects the interaction and returns the call immediately e I can either hold for a minute or can call you back which would you prefer e Sure can hold for a few moments Mute Procedures You may use mute without permission for only a few seconds when e When you are not talking and for a moment there is excessive noise around you e You have to cough or sneeze e Leta visitor know that you are on a call 6 10 2014 11 LUXOTICN gt Diagnostics Center Quality Standards 2014 Transfer Procedures Yes 2 pts No 0 pts Agent offers to transfer caller and provides phone number whenever possible Agent transfers to correct group skill or phone number Transfer Procedures e The agent informs the caller to whom person department they are being transferred e The agent provides the caller with the actual number to call for future reference Agent Does Not provide the personal phone extension of other agents team leader or supervisor Offer additional services before transferring call e The agent informs the caller of possible wait time of the group transferring to As necessary the agent suggests having the calle
10. ces competitor s products policies procedures systems or other department agents The agent maintains a professional demeanor if a caller becomes angry or aggressive The agent does not eat drink chew sigh loudly yawn etc while speaking with the caller and excuses him herself when necessary The agent does not communicate irrelevant processes or procedures emails or information that is inappropriate or that the caller does not need to know Appropriate Comments e We appreciate your call regarding this issue We know this is an inconvenience Let s work together to identify a resolution Examples of Unprofessional Comments e understand that you re upset This piece of equipment has a lot of issues e It s hard to work with equipment that is so old 6 10 2014 LUXOTICN gt Diagnostics Center Quality Standards 2014 Conversation Management Yes 5 pts No 0 pts The agent leads and directs the conversation in a smooth and efficient manner Agent controls calls by providing explanation of actions taken amp setting expectations if silence is expected Agent uses professional interruptions if appropriate The agent continually interacts with the caller The agent readily and actively responds to the caller s needs or concerns The agent is timely in the use of all tools and resources The agent keeps the conversation focused by communicating action being taken if appropriate If the conversation b
11. correctly the issue you are having is The agent prevents misunderstandings and errors The agent is ready to focus on what is being said The agent eliminates distractions The agent eliminates noises and both internal external interruptions The agent listens entirely to the situation as presented by the caller and avoids interrupting the caller The agent takes notes as necessary to avoid the caller from having to repeat him or herself i e Store issue Lux ID The agent picks up on small details that uncover the true essence of complex issues and listens for things the caller may not say In the case a caller quickly details information upfront the agent listens entirely to the caller and responds appropriately allowing him or herself the time needed to correctly collect critical information at a reasonable pace Additional Listening Skills Examples e understand your need If you give me just a moment can help get this resolved and provide the best direction e Ok name let me collect some information I m going to ask you some questions along the way to make sure that understand 6 10 2014 10 LUXOTICN gt Diagnostics Center Quality Standards 2014 Appropriate Use of Hold Mute Yes 2 pts No 0 pts Agent asks permission for hold and explains reason for hold If caller approves agent uses hold button not mute Agent acknowledges the caller for being on hold Uses mute as necessary explai
12. e use of all knowledge resources prior to reaching out in Chat or escalating the incident if the solution is not readily apparent Agent list what individual troubleshooting steps were performed before reaching out to other Agents or other resources such as an EC technician Correct Information and Solution Provided Yes 5 pts No 0 pts Agent provides correct solution to caller regarding issue Agent answers caller questions with correct information Agent guides caller to complete necessary steps at store level Agent supports caller through resolution to verify resolution is reached Agent identifies the Resolution noting what steps were taken to completely resolve the issue Or if a part is identified as being the source of the issue the part must be ordered at this time Agent must not direct the associate to perform a troubleshooting step alone then call back with results Provides Next Steps and Educates Yes 2 pts No 0 pts Agent provides caller with next steps and necessary work to be done Agent is pro active and educates when appropriate Agent does not overwhelm caller with irrelevant information Example of when next step education is appropriate Replacement equipment Part Order Agent specifies what parts need to be ordered provide estimated arrival offers replacement instructions once the part is received In store equipment repair Required Maintenance Confirms Understanding Yes 3 pts No 0 pts
13. egins to focus on matters unrelated to the issue at hand i e personal the agents responds appropriately and re engages the caller s back to the work issue in a smooth and timely manner Agent uses polite interruptions such as fact finding questions to keep the conversation moving in the needed direction If there is a need for silence the agent must set the expectation and offers the option to be placed on hold Examples using Conversation Management Skills e Let me confirm that understand the issue Excuse me Mary but I would like to ask you some specific questions that will help me get to the root of your problem Lam so glad you are finally having good weather name may I recap the action we agreed to Tm sorry your hold time was lengthy let me gather some information so can help Pm still researching checking that for you It will be just a moment Bear with me a moment while I look up that information Listening Skills Yes 5 pts No 0 pts The agent displays an indication that they are listening to the caller The agent demonstrates keen listening skills and responds appropriately to the caller s concerns questions requests For example if the caller is going through a lengthy explanation the agent displays an indication that he she is listening by demonstrating active listening Examples using Listening Skills e I understand e Paraphrase what the caller says If I understand
14. g to the caller s concerns questions requests 6 10 2014 LUXOTICN gt Diagnostics Center Quality Standards 2014 Offers Assistance Yes 3 pts No 0 pts Once the agent has collected and verified the caller s name store number and brand the agent offers assistance to identify the reason for the call Examples of Offering Assistance e How can I help you today Mary e What can I do for you today Mary In the event the caller provides the reason for the call before the agent can offer assistance the agent verifies the reason and moves on to confirming assistance Confirms Assistance Once the caller explains his her reason for calling the agent confirms assistance Confirming assistance is a phrase spoken by the agent that creates caller confidence It shows that the agent understands the caller s question or request prepares the caller and lets the caller know assistance is forthcoming This should be done before collecting detailed In the instance additional questions need to be asked to gain clarity regarding the situation the agent may gather and verify relevant information first before confirming assistance Examples of Confirming Assistance e I can help you with that Mary e I would be happy to help you and inserts the request as he she understands it e Let me connect to your system Let s bypass that error message e Thank you Let s take a look at the Cycle Count
15. lling from a recorded line Examples of Greeting e Thank you for calling Diagnostics Center This is First Name Can you confirm your name and location please e Thank you for calling Diagnostics Center This is First Name May I have your LUX ID please if not provided by Remedy Screen Pop e Thank you for calling Diagnostics Center This is First Name May have your name please Franchise e Hi this is First Name calling on a recorded line from Diagnostics Center May speak to name please lf the agent is unclear of caller s name the agent asks again or asks caller to spell his her name Examples of Name Clarification e I didn t quite catch your name could you repeat it for me please e I m sorry would you mind spelling your name for me please Agent asks for spelling of the caller s name if necessary and should make every attempt to pronounce the caller s name The agent may use the first or last name of the caller ex Mary or Ms Smith If there is no response to the greeting the agent attempts to get the attention of the caller If the caller does not respond after more than one attempt the agent says m sorry cannot hear you am disconnecting this call Customer Readiness Focus Yes 4 pts No 0 pts Agent is prepared to take call and does not use this call s time to wrap up the previous call Agent expresses interest in the situation and demonstrates engagement by respondin
16. ning their use of mute and that the caller can still be heard Hold Procedures e The agent asks the caller if it is okay to place them on hold e May I place you on hold for a couple of minutes while research this Name e Name would you mind holding for a couple of minutes e Upon returning from hold the agent acknowledges the caller for their patience e Thank you for your patience Name e l appreciate your patience e The agent does not use the mute button as a hold button e Hold time is kept under two minutes unless appropriate expectations have been set e Let the caller know of the potential wait time e Offering a call back instead of having the caller wait for an excessive amount of time e If after two minutes of holding additional time is needed the agent reconnects with the caller and resets expectations e Only put the caller on hold for issues related to the call lf after returning from hold the agent is not able to hear the caller be patient for at least 30 seconds Continue 3 or 4 times to get the attention of the caller If after 30 seconds the caller does not respond the agent says lm sorry cannot hear you am disconnecting this call The agent makes an outbound call to the caller immediately Caller Asks Agent to Hold lf the caller asks the agent to hold the agent partners with the caller to identify appropriate hold action e ls there a better time today that can c
17. nt uses the caller s name and courtesy words such as please and thank you where appropriate In the instance where minimal information is collected a single please then thank you is appropriate Examples of proper grammar name usage and courtesy words e May have your name amp store number please e Thank you Name one moment while pull up the equipment information e ls there anything else can help you with Name e Le s see if we can find the part number e After caller provides information Thank you for that information e Name thanks for your patience found some information The agent refrains from using slang jargon swearing or talking about inappropriate topics The agent refrains from excessive use of Um Ok or Uh Huh One second please The agent refrains from making statements that do not build caller confidence such as I ll try I don t know or I guess Examples to use when research is needed e That s a good question let me see what can do e Great question let s work together to uncover the issue e That is an unusual situation let me research that for you please e Let s try that one first and see what we find Professional Behavior and Interaction Yes 5 pts No 0 pts Agent demonstrates professional behavior The agent does not talk or write negatively about products servi
18. r call the group directly e Ina moment I ll transfer you to the lt group or brand gt In case we get disconnected let me give you their direct number Do you have a pen and paper It is lt Provide Number gt Please be aware this group may have a long wait time so you may find it helpful to call that number later if the wait time becomes excessive Thank you just one moment please e The agent transfers the caller to the correct extension group and or brand Additional Services Offered Yes 2 pts No 0 pts Offering additional assistance allows the caller the opportunity to have all requests handled in order to reduce additional calls from the same caller Offering additional assistance does not apply if the caller indicates all their needs have been met Examples of Offering Additional Services or acknowledging all needs have been met e ls there anything else can assist you with today name e Ifall needs have been met If there are no other issues can address have a nice day In the event that there is not a viable option for assisting the caller or a down store set an expectation for the next steps e Do you have any other questions can look into for you today e I will get you an update and will call you back as soon as we have an answer Professional Closing Yes 3 pts No 0 pts End the call in a friendly manner by thanking the caller and or wishing them well Examples of
19. s you understand is that right e So are you trying to identify the part number needed Information Collection Yes 2 pts No 0 pts The agent collects all issue information to troubleshoot resolve the incident and or all information required for escalation Agent avoids asking for unnecessary or unrelated information The agent takes ownership and asks troubleshooting questions to identify the details of the issue and uncovers all needs and issues through questioning Agent identifies customer s level of equipment knowledge experience and electrical certification e What were you doing when this happened e Does this happen often or has this happened before e What s the specific error message e Have you called about this issue before e So Mary what is your comfort level with this equipment e Are you electrically certified Incident Customer and Contact Tab Yes 1 pt No 0 pts Agent completes the Customer tab and changes to the correct store if applicable i e visiting agent Regional Mangers Field Associate For callers without Lux ID agent uses Lux ID replacement and documents name location store and phone in Contact Tab Existing Incident Identification amp Update Yes 3 pts No 0 pts Agent researches historical incidents to identify existing incidents for the caller issue or location The agent does not create a new incident when a related open incident already
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