Who we are
What does UBS stand for?
Union Bank of Switzerland
Which UBS service helps clients manage their investments?
Wealth Management
What is the first step of a call?
Greeting
What does SLA stand for?
Service Level Agreement
What soft skill helps customers feel heard?
Active Listening
What is UBS primarily known for globally?
Wealth Management and Financial Services
Which group helps businesses raise capital?
Investment Banking
What step should occur before troubleshooting?
Acknowledgment and Verification
Why does SLA matter?
It measures how quickly customers are answered and impacts customer experience.
What is empathy?
Recognizing and acknowledging how a customer feels.
True or False: UBS only serves wealthy clients.
False UBS serves wealth management, institutional, and corporate clients.
What service manages investment portfolios and funds?
Asset Management
What is the purpose of Discovery?
To gather information and understand the customer's issue before providing a solution.
What does ACW stand for?
After Call Work
What sounds like empathy? Example
I understand how frustrating that must be.
Name two major business divisions within UBS
Any two:
A client wants retirement planning assistance. Who assist them?
Financial Planning
What is the correct order:
Resolution, Greeting, Discovery, Closing, Verification, Confirmation
Greeting → Verification → Discovery → Resolution → Confirmation → Closing
Why is ACW important?
It ensures proper documentation, compliance, and accurate records.
What is one benefit of positive language?
It focuses on solutions rather than limitations.
Why do clients choose UBS?
To help manage, protect, and grow their wealth while achieving their financial goals.
A large company wants assistance with a merger. Who would support them?
Investment Banking
Should an agent begin troubleshooting immediately? Why?
No The agent should verify the customer and gather additional information first.
What is the negative impact of rushing a customer to reduce AHT?
Give a positive-language replacement for:
"There's nothing I can do."