Disposition
Acknowledgement or Transition
QA Misc
Complaint/Feedback
OODA Loop
100

Customer calls in with questions about their balance.

Balance Information 
100
That's a great question 
Acknowledgement Statement 
100
Ture or False


Once a third party is authorized on the account they can make payments with the customer's credit card 

True 
100
The following are subcategories:


Unexplained Terms of Agreement

Cost Of Agreement

Interest Rate is too high

Fraud Claim


Per the VOC, what category do these fall in to? 

Agreement Issue 
100
That act of piecing information together 
Orient 
200

Customer calls in to payoff account (EBO or CPO) or schedules CPO payments.

Payment EBO - CPO 
200
I'll be more than happy to help you out with that 
Transition 
200
True or False - When taking an additional payment. The CSR must verify the email before taking the payment. Even if the card was already on file. 
True
200
Why should the CSR's complete the VOC form 
Reduce the number of repeated complaints. Increase the manager's ability to make meaningful changes to improve Snap's products and services. Ensure that we provide the best customer experience our customers deserve. 
200
Where in the OODA loop process doe internal and external factors fall into? 
Orient 
300
Customer calls in Specifying they have not received their merchandise 
Merchandise - Haven't Received 
300
I'm sorry to hear that you haven't been able to log in to your online account 
acknowledgement  - Empathy 
300
True or False - 

Customers can use a copy of their payment schedule to report to the credit bureaus 

False 
300
The call is over and the issue was resolved. However, the customer is still not happy. What is the correct disposition? 

Complaint- resolved

300
Where in the OODA loop process does situational awareness fall into? 
Situational Awareness 
400

Customer calls in having issues with an online application, accessing the customer portal, etc.

Website - Problems With 


400
Sorry to hear that we took out an additional payment, I'll be more than happy to help you out with this 
Acknowledge + Transition 
400
If the agent's tone was not engaged throughout the phone call, where would we score them down for this? 
Friendly and Respectful 
400
Is this complaint or feedback?


"You guys should display the full balance on the account. I don't like having to add the number of payments together. I think it would help you guys out if you did this and eliminate some phone calls." 

Feedback 
400
Where in the OODA loop process do you select the best course of action and gather information/data 
Decide 
500

Customer calls in due to a payment issue. Example: charged on wrong date, wrong amount, wrong method (ACH, card, etc.).

Payment Problems With 
500
With pleasure! 
Neither 
500
If an agent had effective transition statements consistently throughout the call but missed to use a transition statement for 1 question. Is this 2 snaps or 3 snaps? 
3 snaps 
500
Is this complaint or feedback?


"Nobody explained this to me at the store! This is highway robbery. There is no way I'm paying $1000.00 for a couch that was $400.00"

Complaint 
500
Where in the OODA loop process is the part where execution is crucial? We have used all the steps and we are ready to start the process again. 
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