IVR
If a customer is trying to use the IVR but reaches an associate, the first thing we should ask the customer to verify is:
What is he phone number the customer is calling the IVR from.
The Call Flow has 5 steps that can be broken into 3 phases. The Warm Welcome, Listen/Inform and Solve the Problem, and WHAT?
What is Recap and Appreciate
The customer may express frustration/confusion with their issue or share something personal when dealing with certain situations. What should we do first?
What is Empathize with the customer
Having THIS, in addition to the Access Code, will provide another layer of security for business customers. What is THIS
What is a secondary PIN
What is a good greeting for FCB CCC?
What is “Thank you for calling First Citizens Bank. My name is _______. How may I help you?”
The last 4 digits a business customer uses for their PIN for IVR is.......
What is their Tax Identification Nmber (TIN)
For the 2-part closing you should....
What is BRAND the call and show APPRECIATION