Score card
What is the most important category for scorecard#1 and why?
FCR - first call resolution.
This approach helps ensure you fully understand the customer's situation and increases the likelihood of resolving the issue during the first ca
Acct#123; Name: Johnny West; Address South Dekota
Loan: Active
Johnny called because his wife Sally died. He is sad because he no longer wants to use the timeshare to remind him of Sally.
What hardship would review for Mr. Johnny and Why?
Resale- he has an active loan, and he no longer want to keep the timeshare
which of these accounts qualify for Resale: Shell, WAAM, WVR
WVR
Customer is having a hard time
OKTA - Please demonstrate
List 4 items that can give you a zero on call Quality
1. Verification
2. PCI verification
3. NACHA
4. Asking Reason for Delinquency
5. Not providing the phone # on a ACH payment
6. Not notating an account
What is the mort important category on Scorecard #2
FCR
Name Mrs Blue and Lion Blue
Loan Active
Mrs. Blue is going through Financial Hardship
Her grandkid is now living with her. How would you respond to the call?
Acknowledge and show empathy
Ask if the change is temporary or permanent
Temporary: Possibly: Deferment
"Thank you for sharing that. Can you tell me approximately how long you expect this situation to last and how it has impacted on your ability to meet your financial obligations?"
Permanent: possibly: Resale
Are you planning to keep your timeshare?
Did she recently upgrade?
TRUE OR FALSE WE CAN OFFER RESALE ON AN ACCOUNT THAT IS 120 DAYS DELINQUENT
False
Owner is interested in resale, account is current (less than 1 day) delinquent, qualifies in the Resale Tool (no money due), and wishes to proceed. What disposition do I select?
FS-Resale Qualified
Where should you have the curser on the payment field?
Card Holder name
List 3 categories from scorecard#1
Resale transfer
FCR
Collection transfer
Valid Rescission
extension
reservation
auto pay loan/dues
kept promise
Loan payment
Name: Sunny Duke
Loan: Active Discovery
I am going through hardships. I had to pay my kid tuition and purchase books.
I have not used my timeshare. You can keep that $500 down payment.
How would you respond?
Mr Duke I can relate, I have kids heading back to school myself. We do not have a program that qualifies for your scenario.
How do we submit a resale request
Rewrite request form
what should you do when a customer's only request is to be transferred to another department?
"I'd be happy to transfer you. Before I do, may I ask why you need to speak with that department? It may be something I can assist you with directly and save you some time."
Sally keeps missing recap, self service options, survey and acknowledge loyalty during call. What call flow would you suggest to help Sally improve?
Acknowledge customer Loyalty after verification Recap and survey towards the end of call
What are 3 qualifying reasons for an extension
· Unexpected expense or temporary income disruption · Medical-related expenses or short-term leave · - - Natural disaster or emergency travel · Temporary reduction in hours / seasonal employment gap · Other short-term hardships where the owner can reasonably resume regular payments
Mamma Lui
WVR active loan
I was on vacation sipping margarita having a good time. I love my timeshare, but I think I bit off more than I can chew. I simply cannot afford this new contract. I was away for a month and did not realize it was too late to cancel. As a long time, member of 10 years, how can we rectify this. There must be something you can do?
How would you respond?
What can we offer this customer?
rewrite- she want to keep her timeshare
How would you determine if a customer qualifies for one of the hardship program
Asked open-ended questions to understand the owner's situation Inquired about the reason for wanting to exit membership Asked probing questions to determine if situation is temporary or permanent Explored timeline of the issue (recent, ongoing, long-term) Asked about any changes in circumstances (job, health, family) Inquired if owner has explored other options or solutions Asked about owner's financial situation without being intrusive Questioned whether owner has used the membership recently
When do I use the resale call activity? what is the resale call activity?
FS FS Resale accepted
What's the importance of recapping at the end of the call?
Confirms Understanding
Sets Clear Expectations
Improves Customer Confidence
Reduces Repeat Calls
Protects Compliance and Accuracy
If customer has the funds to bring account current and want to avoid using their savings. Can we still offer an extension?
· Don’t offer extensions as a default “savings” option when the owner can pay normally.
Rita Lemon
I keep telling you people I am on a fix income, I cannot pay the 25th of the month and you keep trying to get what’s not there?
How would you respond? What would you offer?
Due date change
List all the hardship programs we have
Hard shop program
extension
due date change
rewrite/downgrade
What action is needed: Owner is interested in resale, account is current (less than 1 day) delinquent, qualifies in the Resale Tool (money due), and wishes to proceed
Complete required resale call activity, Take payment in Payment Gateway, FS FS Resale Accepted, dispositioned: FS-Resale Qualified
Why is it important to encourage customers to book a vacation