LEI Attributes
Actively Listen and Ask Clarifying Questions, Shows Empathy, Explore and Fulfill Initial Needs and Looks for Clues
What is the LEI Attribute - Understood Your Needs
You spoke with a customer regarding Home Equities. They want to discuss with spouse.....
When to enter referral in SR
Direct Deposit: How to sign up
ATM & Mobile Deposits: How to Make deposit
Mobile banking
Online Banking Credentials
Messages available to send by Relay
Think Like A Customer, Own, Execute, Innovate and Develop
what is TD's Framework
Calculated based on Exceptional Experience (70%) and Increased Business (30%)
How is LEI Calculated
Immediate Acknowledgement, Introduce Yourself, Explain in plain terms - no jargon, set expectations and provide a fond farewell
What is the LEI Attribute Communicated Clearly
Employee having an initial conversation with a customer during which they provide information about a specific product or service identified as potentially beneficial to that Customer.
What is the Spirit of a Referral
This tool gives TD Bank Retail employees the ability to send personalized SMS text messages to Customers on their mobile device, while they are speaking to a Customer
What is Relay
To Be The Better Bank with our Purpose to Enrich the Lives of our Customers, Communities and Colleagues.
What is TD's VISION
9's and 10's
What are Fans
A Trusted Advisor; Provide Advice, Refer to Resources and Partners and Confidently Recommend Products and know features and benefits (including fees).
What is the LEI Attribute Was Knowledgeable
Is earned when a referred product or service is opened by an Encore Platform Employee, Phone Channel Representative or one of our other Business Partners. If an account is opened and there is a referral in the SR system, SR points awarded for this will be split automatically between the opening Employee and referring Employee.
What is a Referral
To put relevant information in Customer's hands quickly and can help them learn about how to use digital tools
A benefit of Relay Text
Display product knowledge - Knowledge on Encore
Warm welcome
Demonstrate empathy for Customer needs
Ask clarifying, open ended questions
Open the conversation to additional needs
Customer needs explanation of best solution for needs
Effective referral - Fond Farewell
What are the items on the Teller Observation Form
Customers have the option to provide the reason for their ratings. This provides great insight into your service (both positive and opportunities)
What is the LEI Verbatim
Be Curious, Listen for Clues, Offer Benefits, Review Profile, RADAR prompts, Offer ways to make banking Simpler-Easier-Faster - BETTER, Anticipate Future needs.
What LEI Attribute is Went Beyond Your Initial Needs
When two or more product families are opened by a customer. SR will award a 25% bonus on the actual SR earned for opening the products.
What is the Multi Family Bonus
Customer deposits payroll check, Customer deposits cash at teller line, transfers monies at teller line.....
What is Clues and Cues for Relay
A tool for the platform employee to uncover needs and services that may benefit the customer both now and with future needs
What is the CFA form
Teller cash withdrawal, teller cash deposits, teller savings deposit and withdrawals -Just about everything! Platform new checking, savings, debt cards, credit cards and lending.
What triggers a LEI survey
Understood Your Needs, Communicated Clearly, Was Knowledgeable and Went Beyond Your Initial Needs
What are the Four LEI Attributes
Reversal of SR on a product or service
What is a Claw Back
RC & Store Name, Employees Names who've sent a text, Customer's click through rate
What is being reported
BONUS ROUND - DOUBLE DOLLARS
Here you will find a variety of Huddles and topics to help you and your team coach to LEI and the Customer Experience. When we keep the Customer Experience top of mind, we can create Exceptional Experiences that our Fans love!
What is Retail One - Customer Experience
Most cases they are sent the same day and expire after 7 days
What are LEI Surveys