Annual Account Fee
How much are we charging customers for the fee?
99.99
What is the Financial Indicator?
Shows the DIA/DIAO
How much can you refund?
49.99
True or False-
If a customer yells at you, you should yell back.
False
How many break overages result in an action plan?
5
How many installments were there of this fee?
3 September, October, and December
Special Handling instructions in salesforce should be verified with what system?
Eclipse, notify again
Where do you go to do a refund of 49.99?
Simple refund in knowledge (salesforce)
How should you act towards the customer when they are upset?
Empathetic
What is the statement look up tool used for?
Look up statements
What are the talking points to discuss and when do you bring them up?
invest in technology, enhance elavons internal systems, partially offset pricing, annual fee to be billed next year. You have to go over it first before anything else
When do you file a complaint?
When the customer complains
Who can submit the full 99.99 refund?
Management or Tier II Funding
Why and when would you offer the CAM to the customer?
How would you do this?
As a de-escalation tool and if the customer does not accept the talking points and still wants a refund
Send the CAM an email with the customer contact information for a call back
How do to contact Tier II Funding ESC/Supp
WARM Conference
How did we notify customers of this fee?
Statement message or letter
How do you locate the CAM? Where also can you locate it?
It is under 'Relationship Manager' or in eclipse under 'MPS merchant page 2'
When do we offer a refund to a customer?
As a last resort and if they have not been refunded before
Who would you call if you needed help with an escalated customer?
Tier II Funding Supp (warm conference)
What are the options of verification for a customer including national accounts?
Date account was opened
Last four of DDA
Last date and amount of deposit
Last three of TID
Amount of previous months statement
National Account- address
What happens when a Tier II Funding Rep agrees to do a full refund of 99.99?
They would handle the paperwork and you would go back to the customer and assist with the call to close it
How do you make a case in salesforce?
New CSPR case and fill out the information with all details Who, What, Where, When, Why, How etc
What does your ACH need to include and what does it need to match?
All information- who what where when why how and needs to match your history note
What are the four things you need to do to effectively assist an irate customer
Listen, Identify roof of the problem, Avoid blame, find a resolution best for business and customer
How do you answer and close your call?
Thank you for calling
Anything else I can help you with/thanking them for their business