Never & Alway
I will give you the Never, you give me the Always
I will give you the Never, you give me the Always
Say No
Offer what you CAN do
Be curious and ask questions
Head
Be curious, ask questions and actively listen
Pre-Cap the situation and what the client can expect to happen on the call and after
Clarify
Thank you for being a loyal Key Client! (at the beginning and end of the call)
Acknowledge Loyalty
Cold Transfer
Warm Transfer
Inspire the client by educating them
Head
Recap and set clear expectations on next steps
Notate the account
While you still have me, what else can I do for you today?
Conclude
Having a hold placed on your deposit can be very frustrating
Be Empathetic
Assume
Be curious...Ask Questions
Show you care with empathy statements
Heart
Have an enthusiastic greeting
Have a smile in your voice
Authenticate the client
Demonstrate Ownership through Empathy and willingness to help
Connect
I will be happy to help you with this!
Demonstrate Ownership
Fail to acknowledge
Greet enthusiasticly
Connect with the client by building rapport
Heart
When I follow the 4 C's I deliver world class client experience and can increase the likelihood of these
Green Surveys
Help customers understand what’s happening, what’s next, and when, using clear, forward‑looking language.
Set Expectations
Be an order taker
Focus on a solution
Be Relentless in finding a solution
Hero
Resolve the issue
Promote self service by mentioning how the client may be able to resolve next time themselves in the app.
Call the branch yourself
Warm Tranfer when needed
Confirm