13 Jan Fulfill the Promise
You arrived on time, truly listened to the customer, and everyone is on the same page. You are confident in your abilities and the customer can sense that in your body language. You have gained their trust and established yourself as the expert. You complete the job and both you and the customer feel good about the experience. But before the sun goes down, right when the customer is ready to watch TV or get online – nothing works except the lights on the receivers or modem and the customer seeing an error message on the TV or computer.
Then disappointment leads to frustration as the customer calls DISH for help. Thinking “he was so nice and polite” or “she acted like she knew what she was doing.” I’m glad I waited before taking that survey.
Let’s be as clear about this as possible.
You will NEVER consistently get great CSAT scores if you cannot consistently install or repair the DISH video/broadband systems right the first time. One bad score will bury you so deep you will never recover for that month. Not to mention you are gonna lose money in the process.
The “promise” made by DISH to the customer is that the person assigned to handle their job has the ability and the willingness to successfully complete it while meeting the expectations of the customer. There is no getting around this part. It’s the reason the customer pays DISH. It’s the reason DISH pays CJs. It’s the reason CJs pays you. So it’s simple – you fulfill the promise, you get paid. When you don’t, you either work for free or you pay someone else to do it.
When we speak of developing a system of processes, the ones about the technical skills and knowledge have already been created for you. DISH has numerous guides with step by step instructions on how to install and troubleshoot all of the products and services they provide. You just have to learn them. And use them.
This stage in the process deals with whether or not you are the “expert.” The CSAT questions pertaining to this topic are all related to the Dynamic type questions that pertain to the type of job you are doing.
Installing video? In addition to the Core questions, you will be expected to discuss how you are going to install it, verify the system is working, and educating the customer as to how it works. Same for broadband installations.
Repairing video? There are the Core questions followed by “did you resolve the problem” and verify that the system is working. Again, same for broadband.
Since the Dynamic questions are tied to the type of work order, they are what DISH expects of you when performing the skills necessary to complete the job and “fulfill the promise.” It’s your road map to meeting the customer’s expectations. It’s what DISH wants you to do to make sure the customer is happy.
If you follow the DISH Installation and Troubleshooting guides, you should complete the skills portion of this overall process without overlooking any details. This will cover any of the Dynamic questions that could be asked on the CSAT survey. And most importantly, you will have “fulfilled the promise” – the first time.
Oh yeah. The Refer Tech question. After you laid the foundation by showing you care, when you complete the job right the first time it’s a slam dunk on getting “Extremely Likely” when they answer the Refer Tech question. Not to mention getting “Extremely Satisfied” on most all (if not all) the other questions.