Have you heard of the “Ask Once Promise”?

22 May 2024 · 1 min

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This content was created by Bill Gallagher. This content was uploaded by Bill Gallagher. This is a YouTube video titled "Have you heard of the “Ask Once Promise”?" (created 2024-05-22) containing a recorded segment in which a single speaker (labeled SPEAKER A) discusses customer-service experience and the "Ask Once Promise" — the practice where the first agent owns the customer's issue, offers callbacks (e.g., within 30 minutes), and uses warm/hot transfers so the customer does not have to repeat their story. The speaker repeatedly addresses someone named Bill during the explanation.

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So I had to call. I call, I get, you know, your customer service rep, and she can't handle it and she has to escalate it. And then every time it gets transferred and I have to retell my story again, it's like, oh, sorry, wrong. She shouldn't have transferred to me. And by the fifth time, I'm like, you know, embellishing the story and angry and screaming. So it's called the ask once promise where the first person that gets it owns it and they may have to go to other channel, but they're not going to make you. Bill. I got that. Here's what I'm going to do. I'm going to call you back within 30 minutes. Is that okay? Bill? Is that a good time? Great. And then they do all the stuff that they were going to throw you through the channel or they stay on the call with you at, you know, and do the. What's called the hot transfer, where, you know, warm transfers when they pass you. Hot transfers, they stay with you. Bill, I'm still here. I'm not going anywhere, you know, and they explain the situation to the person that they're. So you don't ever have to re. Explain it again.