Background: At Everbright we understand that customer service is the face of our company and is crucial to building trust. To become a trusted partner in their homes, we must address their concerns quickly and effectively. This is why we have created this “Customer Recognition (WOW) & Satisfaction Program” to empower support agents to resolve issues efficiently as possible while providing an exceptional experience with customers
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Supportive Information:
WOW Program:
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“WOW” Program: The “WOW” program is designed to surprise and delight customers by recognizing special occasions or addressing minor dissatisfaction with Gift Cards, to help build trust and improve their experience Program Guidelines |
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Frontline Agents: | | Resolution Agents: | | Supervisors: | |
You are authorized to create “WOW moments for customers based on unique situations:Example Scenarios: |
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Customer frustrated by being transferred multiple times | “Thank you for letting me know, this is not the experience we want for our customers. As a One-Time courtesy, we would like to send you a $15 USD Gift Card after this call to address the Inconvenience” | Customer with Solar Equipment Issue leading to Food spoilage | “Oh No!, I understand that this must be frustrating, We’ve contacted your installer and they will be addressing the issue soon. We would also like to send you a $50 USD Gift Card to help with the food spoilage you experience” | Anniversary Dinner plans disrupted by an account Issue | “I am so glad we could help reset your password. I’ll now transfer you to our billing team to finalize your payment. I know it is your anniversary today, so I will send you a $25 USD Gift Card after our call to help you celebrate. Congrats Again!” |
| Panel |
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| panelIconId | atlassian-check_mark |
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| panelIcon | :check_mark: |
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| bgColor | #F4F5F7 |
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| Panel |
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| panelIconId | atlassian-check_mark |
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| panelIcon | :check_mark: |
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| bgColor | #F4F5F7 |
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| Panel |
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| panelIconId | atlassian-check_mark |
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| panelIcon | :check_mark: |
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| bgColor | #F4F5F7 |
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Satisfaction Refund Program
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Satisfaction Refund Program: This Satisfaction Refund program allows agents to offer Monetary compensation (Gift Cards) to customers to prevent escalations due to significant dissatisfaction Program Guidelines |
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Frontline Agents: | | Resolution Agents: | | Lead Resolution Agents: | | Supervisors: | |
You are empowered to provide Satisfaction Compensation for each unique situation and issue:Example Scenarios: |
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Battery not discharging for 6 months, and delays with maintenance | “Thank you for explaining the issue. We will escalate this with our maintenance team. In the meantime, we would like to offer you a $150 USD Gift Card as a One-Time courtesy for the inconvenience” | Original Installer Out Of Business, and New Installer took 8 months to contact the customer | “I understand how frustrating this must be. We’ve contacted your new Installer, and they will be reaching out by the end of the week. We would like to send you a $300 USD Gift Card as a courtesy” |
| Panel |
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| panelIconId | atlassian-warning |
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| panelIcon | :warning: |
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| bgColor | #FFEBE6 |
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| If there is a known issue affecting a group of customers, this should NOT be addressed through the Satisfaction Program. Tracking and Communicating trends is key to the program’s success |
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How to generate a WOW Compensation:
Step | Action |
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1 | | IF YES: IF NOT: |
2 | Create a Case Primary Reason: Secondary Reason:
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4 | | | Panel |
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| panelIconId | atlassian-check_mark |
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| panelIcon | :check_mark: |
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| bgColor | #FFFFFF |
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| Case will be Approved and the Gift Card will be send by the End of the Day |
| Panel |
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| panelIconId | atlassian-check_mark |
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| panelIcon | :check_mark: |
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| bgColor | #FFFFFF |
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| Lead will pull Weekly/Monthly reports to track usage and ensure it stays within budget |
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How to generate a Satisfaction Compensation:
Step | Action |
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1 | | IF YES: IF NOT: |
2 | Create a Case Primary Reason: Secondary Reason:
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| | | Panel |
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| panelIconId | atlassian-check_mark |
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| panelIcon | :check_mark: |
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| bgColor | #FFFFFF |
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| Case will be Approved and the Gift Card will be send by the End of the Day |
| Panel |
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| panelIconId | atlassian-check_mark |
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| panelIcon | :check_mark: |
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| bgColor | #FFFFFF |
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| Lead will pull Weekly/Monthly reports to track usage and ensure it stays within budget |
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