Phone Fundamental
This takes place at the start of a call
What is greeting and customer verification
This is what you should do with inactive conversations before leaving
What is returning the conversation back to queue
This is the overall customer experience
What is Customer Service?
This is why we use a customer's SSN/TTN on the application
What is to validate their identity and obtain information about their creditworthiness?
This is how often interest accrue
Daily
This is the kind of information you can give out before verifying customer
What is general and non-account specific information
These are 2 things you should you look for prior to responding to a customer's initial message
What is the intent captured by Bot and the initial message from the customer?
These are four aspects of the Expressive communication style.
What is Outgoing, Enthusiastic, Lively, Persuasive
This is a chat system that provides a venue to quickly get answers to questions
What is Symphony?
This is where customers can see the color-coded and categorized details of their purchases
What is Located in Weekly and Monthly Activity
These are the 5 items that must be included in your greeting
Greet the caller
Your name
"Apple Card Specialist at Goldman Sachs
Offer to assist
Disclose recorded line
This is how the system notifies you of an open/overdue or urgent conversation
What is a red bell flagging the conversation?
These are three sources of accurate information
What are Help Tool/ Right Answers, Newsletters, and Team Meetings
The following is an example of this dispute type:
"The interest rate calculation on my bill is incorrect. I'm being charged too much."
Statement Dispute
This is all spending activity for the customer which may include transactions that haven't posted.
What is Total Balance?
This is the maximum length a hold should be
What is two minutes
This is how to differentiate chat conversations that are being worked on
Conversations with assigned colors and icon
This is how probing questions assist us
Overcome confusing
Guide/control
Prevent misunderstanding
This is how you assist a customer who contacts you to find out why their Apple Card application was declined.
What are Check the application status and Confirm the AA is the DOC Library and was sent
Device Account Number and Digital Card
What is the Apple Card with Apple Pay number?
These are some departments or teams we can cold transfer to
GS Operator
TransUnion
Non-Apple Card GS Bank
This is what you do if a chat was transferred more than 2 times
What is Request a manager takeover?
This is the realization that everyone has a story
What is Sonder?
This is why it is important to refresh the Right Answers page often
To ensure that you have recent announcements in the top banner
These are the options for a customer who was approved for less than the amount of the device they want
What is Make a down payment, Trade in, Less expensive, and Use different payment method