Engage
Guide provided their name, title and explained their role on the initial contact with the Member.
What is Open/Greet/Close
Hearing what the customer isn't saying.
What is Active Listening?
Time within an interaction where nothing is being said.
What is dead air?
Tell, Ask, Check Back and Thank
What is TACT?
The most appropriate resolution available, balancing Customer Experience outcomes and compliance.
What is Effective Resolution?
Member's First and Last Name & Email Address
What is required verification?
Understanding and sharing a feeling with someone.
What is empathy?
Probing to determine the root cause of a concern.
What is Effective Questioning?
Department Contact Phone Number, Hours of Operations are examples of what to the member
What is transfer education?
Capture the details of an interaction within a case.
What is documentation?
"Thank you for contacting FordPass Rewards or SmartIt!"
What is branding the interaction?
The Members' perception of their experience with your business or brand.
What is Customer Experience?
Confirming all member statements and secondary concerns presented by the member.
What is acknowledgement?
Providing expected ETA for follow-up on escalated cases.
What is escalation education?
Taking full ownership
What is Advocacy?
Thoughtful, Effortless and Caring
What is Ford's approach to Customer Experience?
AAF, GCCT, PTS/OASIS
What are Resources?
2 minutes
What is appropriate hold time expectation?
Select correct full path case classification.
What is Disposition?
Walking the Member through troubleshooting steps
Offering to stay on the line through completion to ensure FCR
What is going above and beyond?