Elevating Loyalty
Service
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 1
prohibited.
Loyalty-routed customers tend
to:
… have a higher account value and line-
count,
… present a higher risk of switching
carriers,
… be high repeat callers,
… have a longer tenure
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 2
prohibited.
Call Driver Feud
Let's get to know the top call drivers you will receive.
***Note: It doesn’t mean that these are the only type of calls you may get.
Call Driver 1
1.1. Disconnects Call
1.5. Online Driver 5
Account
Management
Call/ Driver
1.2. Porting 2 PIN
Transfer Call
1.6. Orders Driver 6
Cancellation
Requests
Call Your
1.3. Transfer Driver 3
Service Callto
1.7. Promise Driver
pay 7
Call Driver 4
1.4. Bill Disputes CallActivation
1.8. Device Driver 8
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 3
prohibited.
g h
R ela
l: ou
S rin s
ep t
l
er
r
R
Se th
ai ion
ve t p
y e
: he
lt lu
Loyalty
g
a v a
y
Lo
hi
Priorities
Save:
Preventing Disconnects
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 4
prohibited.
Mastering Knowledgeab
le
Loyalty
Custom
Use tools er-
efficiently educato
r
Premium
Skills needed to be a Behavior
Loyalty Master s
Proble Positive
m- attitude &
solver mindset
Active
listene
r
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 5
prohibited.
Recognizing
Bells of Churn
Bells of Churn are clues from customers that may
indicate their desire to leave Verizon.
• Can be an obvious or subtle clue during an
interaction with a customer
• Is a statement from a customer that may indicate
the desire to leave Verizon
• Exist when customers directly or indirectly
indicate they are considering leaving Verizon for a
competitor
Let’s Discuss some examples from your call
taking experience … Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 6
prohibited.
Let’s talk about tools
What tools come to mind when thinking
about retaining Verizon customers?
● Compass ● Promotions Guide
● Save Index ● Competitive Guide
● Flex Flow ● InfoManager
● My Offers ● Agent Assistant
● ELEVATE model ● …and more!
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 7
prohibited.
White Glove Service - Overview
Steps Empowering actions
● Review customer account (Reviewing Bill, Device
Payment, save index, remarks)
Attention to Detail ● Active listening expert
● Acknowledge Sentiment Guidance
● Verizon Assistant utilization on every call.
● 100% compass utilization on every interaction
Expert Navigation (opening in the first 30 seconds)
● Engagement through RTPA ignore under 30
● My goal today was to provide you with a best-in-class
experience
● Today we (insert summary of the call)
Personalized Close ● How else can I make your experience better?
● We appreciate you for being the best part of Verizon.
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use
(insert personalized closing)
prohibited.
White Glove Service - Overview
Steps Empowering actions
● Learning the customer purpose of the call, executing a
personalized rapport experience.
Learn ● Ask about how the customer experience with Verizon,
and ensuring that we work on fixing the Verizon Brand
for the customer and acknowledging customer tenure.
● Loyalty agents should avoid interruptions, talking for a long
time and empathizing with the customer and matching their
Absorb tone through the entire interaction.
● Leaving the customer space to vent, since they’re a repeated
caller or calling in regarding issues they’ve been facing.
● Work on fixing all the customers concerns, and
working with the customer on Self Serve to save his
time in the future.
Improve ● Reviewing all the customer lines, on the account
checking Active PTP, Overdue bills, etc.
● Ensuring customer satisfaction with the resolution provided, and
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use
prohibited.
ensure that the Verizon Brand have been repaired for them.
LOYALTY MEGA
EVOLUTION
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 10
prohibited.
Say “Ms. Smith, I will be more than
what happy to (acknowledge what that
customer called in about). Also,
while I have you , I will check your
now?!! account to make sure that you’re
getting the best value.”
After Resolving the customer’s
concern
Now that we have taken care of
(acknowledge the resolution)...
● “I noticed that…”
● “You mentioned that…”
● “I was able to find…”
● Create your own transition!
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use
prohibited.
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 12
prohibited.
Scenario 1:
Customer: Sabrina
Tenure: 17 years and 5 mos
Plan: Mix & Match 4.0 (3 lines 5G Get More,
2 lines 5G Start, 3 Connected Device, 5G Home)
Verbatim: “I just received my bill and I got
another increase for almost $30! This is
unbelievable! I didn’t even do any changes
on my account! Fix this now!”
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 13
prohibited.
Scenario 2:
Customer: Lt. Surge
Tenure: 9 years 3mos
Plan: MyPlan (1 line Unlimited Plus,
2 lines Unlimited Welcome)
Verbatim: “I can’t connect my
laptop to my phone! I used to
connect it before but now it won’t.
My wife can use her hotspot, but
why can’t I? Can you please help
me fix this?”
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 14
prohibited.
Scenario 3:
Customer: Erika
Tenure: 23 years and 2 mos
Plan: Mix & Match 4.0 (4 5G Get More, 1 5G Do More,
1 5G Play More, 2 5G Start, 2 Smartwatch, 1 Tablet line)
Verbatim: “Hi, can you help me pay
my bill?”
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 15
prohibited.
Scenario 4:
Customer: Giovanni
Tenure: 6 years and 4mos
Plan: MyPlan (4 lines Unlimited Welcome,
2 Smartwatch lines, 1 tablet line)
Verbatim: “I just paid my bill but I still don’t
have service”
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 16
prohibited.
Scenario 5:
Customer: Misty
Tenure: 11 years and 11 mos
Plan: MyPlan (2 lines Unlimited Plus, 6 lines
Unlimited Welcome, 3 tablet lines)
Verbatim: “My mom’s phone haven’t been working for
almost a month now. I want this fixed now and credit
me for the days it’s not working.”
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 17
prohibited.
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use
prohibited.
1.Treat every customer as if they are
your only customer
2.Go above and beyond when assisting
customers
3.Be proactive in providing assistance
to customers
4.Build that harmonious relationship
with your customers regardless of
their reason for calling
5.Treat all you calls as special and not
just an ordinary retention call
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 19
prohibited.
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use
prohibited.
The Pledge of a
Loyalty Master
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use 21
prohibited.
As a Loyalty Master, I
(Name), pledge to Elevate
and Evolve my skills to
constantly provide the
Premium Customer Service
my customers deserve by
always going above and
beyond in all of my calls,
forever and ever, til my last
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use
prohibited.
22
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use
prohibited.
