THE TEAM
CALL CENTER BASICS
CUSTOMER LOYALTY
BEHAVIOR STYLES
ESSENTIAL COMMUNICATION
100
The very first person serviced by the Customer Care Team
Who is the Customer?
100
AHT stands for what?
What is Average Handle Time?
100
The Chase brand slogan.
What is Chase What Matters?
100
The number of behavior styles.
What is 4?
100
What would you call those things that would stop you from listening effectively?
What are Barriers to Listening?
200
This person would be the front-liner who talks to our customers.
Who is the CCP?
200
The Aux Code for Not Ready State.
What is Aux 0?
200
Satisfied or Loyal. You answer the customer's question.
What is Satisfied?
200
This behavior style is usally perceived as someone who takes charge but may sometimes appear as a bit bossy.
What is Directive?
200
Skills that allow you to address the customer's strong emotions, complex issues, or even de-escalate a call.
What are Reflecting Skills?
300
First person you contact when the call gets escalated.
Who is the CAP?
300
Also called a Lost Call where the caller hangs up before reaching an agent.
What is an Abandoned Call?
300
Satisfied or Loyal. You answer the customer's question and provide other options that make it easier for him to check his account.
What is Loyal?
300
This behavior style would pay attention to details.
What is a Systematic?
300
A Reflecting Skill used when customer has strong emotions.
What is empathy?
400
They ensure that all resources that enable you to take calls work.
What is GCC?
400
What does ACD stand for?
What is Automatic Call Distributor?
400
The CSAT score you must get in order to pass a telesurvey.
What is 4?
400
This behavior style is the star of the show.
What is Expressive?
400
FUN STUFF!!! Sing a love song for the class.
FUN STUFF!!!
500
The address for the Training Central Website.
What is http://trainingcentral.jpmchase.com/
500
What is the Service Level Goal?
What is 80% of calls answered in 20 seconds or less?
500
This means to make something happen or to make things start.
What is to be a Catalyst?
500
The act of adapting your communication style to suit another behavior style.
What is Flexing?
500
FUN STUFF!!! Share a joke to the class!!!
FUN STUFF!!!
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