Phone Fundamentals
Intentionally interrupting the customer, Place the customer on hold for basic questions, Engage in Distracting Behavior.
What is unacceptable behaviors?
1%,2%,3%
What are the Daily Cash back percentages?
This is where all the system you will need to work
What is OKTA?
The ability to experience the feelings of another person and relate to them.
What is empathy?
Moving a customer to another department and introducing them to the new agent.
What is a warm transfer?
A verbatim that ensure we are compliant with
laws and regulations and are being
transparent with our customer.
What is a miranda?
Simplicity, Transparency, Privacy, Financial Health
What are Apple Card customers looking for in a
credit card?
This is knowledge base.
What is Right Answers?
Pay attention, Use acknowledge statements, Don't interrupt, and Respond appropriately.
What are techniques that promote active listening?
A tool in wallet used to decide payment amount.
What is a payment wheel?
Text to voice, Voice carry over, Speech to Speech
What are the three types of relay services
we accept?
Weekly Activity
Monthly Activity
Latest Transactions
Daily Cash balance
What are some of the Daily Cash details
customers can see in Wallet?
Can view customer's profile, tasks, review account notes, complaints, and disputes.
What is Appian?
Direct, Accommodating, Expressive, Analytical
What are communication styles?
Ask permission, providing a time frame, check on customer after 2 minutes, Thank them at the end.
What are the four requirements for placing a customer on hold?
Start, Connect, Identify Needs, Provide Solutions, End
What are the 5 steps to an interaction?
Balance, transactions, statements, payments, credits, and total spending
What billing information can be shown/seen in wallet?
This is an external system used to verify
customer PII against public records.
What is LexisNexis?
Adverse Action Letter, Hard Pull, Digital Card, Advocacy.
What are jargon?
To move a customer to next department, without introductions.
What is a cold transfer?
Thanking the caller and stating business hours of operation.
How do you close a call?
Interest
What accrues daily on a customer's account?
Where customer's information is housed, changes/updates to address. phone number, ect is done. Payments are made along with managing accounts.
What is AUI?
Listening/Reading thoroughly, empathize, review facts, accept feedback, sense of urgency, be sincere.
What are de-escalation skills?
You can control the outcome of the customers perception, by managing all interactions. Even the smallest interaction.
The Moment of Truth