GoDaddy VISION
We will radically shift the global economy toward small
business by empowering people to easily start, confidently
grow and successfully run their own ventures.
GoDaddy CORE VALUES
- Be extraordinary
- Own outcomes
- Join forces
- Work fearlessly
- Live passionately
Customer Care Center Standards
Making a purchase without authorization.
Exhibiting a pattern of disconnected calls.
Swearing to or about a caller.
Lying to a caller.
Purposefully avoiding calls, chats or any other
customer contact by manipulating internal systems.
THE CALL FLOW IS CRUCIAL TO YOUR SUCCESS...BUT
THERE'S MORE TO IT THAN JUST HAVING A
CONVERSATION.
TROUBLESHOOTING FLOW
How can I help? - During Greeting
Duplicate - During Clarification
Statement of Support - During Setting Expectations
Investigation - During Account Review and Consultation
TIP: Whenever an account is pulled up, click on RENEW to
check on pending expirations of their products to offer to
renew. This will result in a sale.
INVESTIGATION
What do we want to accomplish? Proper investigation of
the issue will lead
What's included
Test
Using Resources
Fix
Resolve
Escalate
CHAT FLOW
TROUBLESHOOTING FLOW
Account Review & Consultation
Maintain Account
Investigation
Resources
Offer
Test/Fix/Resolve
Overcome Objections
CONSULTATION FRAMEWORK
Identify needs
What's included
High-level questions
Finding the current state and level of satisfaction
Uncovering future and personal needs
Qualifying the needs for a solution
What if we don't:
Harder to build rapport
Solutions can come across as a "sales pitch"
Can result in low sales for agents
Position solutions
What's included
Recommend and structure
Position features and benefits
Summarize and check
What if we don't
Lack of trust
Misunderstanding
Refunds
Overcome Objections
What's included
Acknowledge/empathize
Question and position
Check
What if we don't
Lack of trust/confidence
Misunderstanding
Low CSS
FOUR THINGS YOU CAN DO WITH A DOMAIN
Use it
Sell it
Move it
Sit on it
Steps in domain transfer
A. Losing registrar
1. Cancel private registration
2. Unlock domain name
3. Check [Link] for eligibility
4. Get an EPP or authorization code
B. Gaining registrar
5. Purchase domain name transfer
6. Check your email for the transaction ID and security
code / Receive purchase codes
7. Enter the codes / Authorize the domain transfer
8. Wait, check your progress until transfer is complete
What could go wrong?
1. Cannot contact the losing registrar
2. Privacy needs to be cancelled
3. Needs to update admin email
4. TLD cannot be transferred
5. 60-day locks
GoDaddy locks
If the company name field of the registrant is
updated
If the first and/or last name is updated (and the
company name was and remains blank
ICANN locks
A domain name is in the first 60 days of an initial
registration period
A domain name is within 60 days after being
transferred
Private and Protected Registration
[Link]
Protected Registration is a premium service you can apply to
many of the domain names you purchase or already
registered with us. The service helps ensure that you retain
registration of your domain name, regardless of expiration
dates or attempts to transfer. Domain names with protected
registration will automatically renew. The renewal settings
cannot be changed and the service cannot be canceled
without the listed registrant submitting documentation.
LAUNCH PHASES OF gTLDs
Sunrise period - is often a 30-day (or longer) phase during
which trademark owners can purchase domain names before
they are offered to the general public.
Landrush period - the time between the Sunrise Period and
General availability during which applications for a domain
name may be received from any interested eligible party.
General availability period - follows all Sunrise and Landrush
periods. This is an open period based on the "first come, first
served" policy to the public. Typically, 90 calendar days after
General Availability opens for each new gLTD, registries must
provide Trademark Claims.
GoDaddy Auction membership fee 4.99
Domain aftemarket
Domain buy service
Order for TLDs for domain consulting
.com
Premium domain
gTLD
ccTLD
.net, .biz, .org (for NPOs)
[Link] - FQDN - fully qualified domain names
[Link]- domain name
[Link] - URL - uniform resource locator
BENEFITS OF A DOMAIN
Improve your awareness and visibility
Build credibilty and Professionalism
Protect your brand
THREE R'S OF THE DOMAIN WORLD
Registry
Manages TLDs
Created domain name extensions
Set rules for that domain name
Work with registrars to sell domain names to the public
Registrar
Sells domains to the public
Must be an accredited organization
Registrant
Those who purchase domains
EMAIL
Here's what we can check
Make sure webmail is working (send them a test email)
Incoming/Outgoing servers
Ports
MX records
Make sure they are using the correct username and
password.
Office 365 email client settings
Exchange server - [Link]
Username is still full address
Use SSL
MX records
0 - domain..[Link]
YOU SHOULD BE ABLE TO ANSWER THE FOLLOWING
QUESTIONS TO DEFINE YOUR BRAND
What is your company's mission?
What are the benefits and features of your benefits and
services?
What do your customers and prospects already think of your
company?
What qualities do you want them to associate with your
company?