Active Listening/Open Effec
What do you do when the customer explains their issue and you still do not understand fully what they are asking
Ask Clarifying/relevant questions
Peace of Mind
Share emotion and concern
appear reserved
What does a feeler need?
We received your payment after the due date
How do you respond when a customer calls and the payment is late?
Use their name in the conversation
What is the easiest way to make a personal connection with a customer on the phone?
Ask clarifying/relevant questions
Offer due date change/match other chase card dates
Automatic payments
payment or alert options
What can you suggest when you notice a customer is late month after month?
Be empathetic
show interest
acknowledge situation
How you respond to customer's emotions
Why/How
explain why they do or do not know something
What do thinkers need?
My system denied your request
The system could not waive your late fee
What is a sure way to fail a customer experience?
educate them on mobile, online IVR or auto-pay options
What can we say when a customer asks us to take a payment by phone?
look up code
read verbatim script about purchases
tell customer next step/what to expect
What is required when a customer calls to inquire about their new account bonus offer?
Branding the product
Providing our name
acknowledging calling Chase
How does customer know where they are calling and what card is being viewed?
Choice
clear direction in their request
What do controllers need?
Cash fee
Cash APR
No Interest-free period on cash advances
What is required whenever a customer talks about a cash advance?
Thank you for your excellent payment history
I see you have had this card since 1989
Welcome to Chase, we appreciate your business
How can we acknowledge a customer's value to Chase?
Your account is currently past due
Your account is currently over the credit limit
What is required from a PPC viewpoint when an account is statused?
Use their name
convey partnership
be conversational
How do you make a personal connection?
the Story
they will share until you do
What do entertainers need?
Chatting with someone unrelated to call
eating while on the phone with customer
paying attention to others in the environment when on phone with customer
What are distractions specialist can avoid?
Thank you for being the best part of Chase
What verbiage has been or will be taken out of Chase Answers concerning acknowledging customers relationships?
Ask clarifying questions to confirm if the information is being reported by Chase on a credit report, if so, then connect and introduce to CBSU. If not, refer caller back to where they saw the informaiton
What would we do when a customer calls and they do not have an account number but they indicate Chase is reporting an account ending 1234 that they are unaware of? Where would you connect and introduce if at all?
Repeat an Accurate description of the issue
What can you do to ensure you understand the customer's issue?
Change your pace to less intense
demonstrate urgency
slow down pace and softer tone
Listen and repeat back concern
What can you do to help de-escalate an irate customer?
When you revolve a balance from month to month, we charge interest daily until the day the balance is paid in full. We only post interest one time a month when the statement closes. Only if you pay in full every month can you avoid interest
How do you explain residual interest to a customer?
Foreign Transaction Fees
How to call collect/international collect number
What 2 things can you mention when a customer informs they will be traveling internationally?
Summarize what took place
next steps/what to expect
appreciate customer's relationship with Chase
goodbye
How would we end a call when we have found a solution to the customer's first issue and already helped them with their second issue (already asked them if their is anything else we can help them with)