Employee Behavior
OR Customer Friction
OR Customer Friction
What did the customer tell you about their situation?
Customer is upset that the credit card banker was rude to her and banker was giving her attitude when she asked for her credit card. She said that she was told that she have two credit card so she called in freedom and spoken to a lady that was very unprofessional and doesn't seem want to go to work today to assist the customers.
What were your findings while researching the issue?
CA tool showing on freedom credit card ending in 9369
What actions did you take to resolve the issue?
Apologized and Informed complaint will be logged on her behalf.
(ECW250806-00099) IID 17507618449
EMPLOYEE BEHAVIOR
What did the customer tell you about their situation?
The customer expressed dissatisfaction with a conversation she had with a representative regarding a payment issue. She had been paying a recipient for over a year and a half, but the recipient's number changed, leading to a cancellation yesterday. She called to inquire about a reimbursement, as she noticed a debit in July that was not actually debited, only shown online. The first representative attempted to explain the situation using a hotel analogy but was less patient and appropriate in his tone, leading the customer to feel that the explanation was rude.
What were your findings while researching the issue?
Upon researching the issue, it was found that the customer already understood that the Zelle payment was not debited from her account due to the cancellation, which is why she did not see any credit.
What actions did you take to resolve the issue?
To resolve the issue, the complaint about the customer service experience was acknowledged, and the customer was assured that it would be reported for necessary action.
(ECW250801-00933) IID 17382338921
This is NOT the Root Cause Call
What should our coaching percentage be?
20%
What did the customer tell you about their situation?
CX requested to speak to a supervisor : stated that the previous rep was rude and unhelpful, cx was inquiring on the account balance
What were your findings while researching the issue?
LRV DDA 1011 previous Rep D459299
What actions did you take to resolve the issue?
Apologized for any inconvenience and I am going to file your complaint re: your service experience with the previous rep and reviewed the acct activity.
(ECW250806-05967) IID 17521616893
EMPLOYEE BEHAVIOR.
What did the customer tell you about their situation?
Cx said he just opened an account with chase and a lady he spoke about a zelle was rude.
cx said because of this experience, he will close his new chase account.
cx said the lady was the one before the last agent who transferred him to escalations.
What were your findings while researching the issue?
Contact history shows the cx have spoken to multiple agent today before escalations, F760228, O814027, V814490, O777977, I787338, E922057, V764969 and R754700
What actions did you take to resolve the issue?
I told the cx a complaint will be submitted, I submitted the complaint.
(ECW250806-03240) IID 17516233941
This is NOT the Root Cause Call
How would you categorize this UTV in Sharepoint
Call is found, but a white screen comes up instead of the call
Only one side of the call can be heard (caller or specialist)
Call Audio Issues/Corrupted
What did the customer tell you about their situation?
Cx stated that the previous rep did not have the knowledge needed to assist/ cx was calling in about her NABO.
What were your findings while researching the issue?
HRV DDA is open / history shows no current direct deposits / DD was due by 08/11/2025 for NABO // previous rep D650617
What actions did you take to resolve the issue?
Explained that for us to request an exception she will have to first have a Direct Deposit first. advised to call back after completion of first DD to DDA
(ECW250812-02868) IID 17671263589
CUSTOMER FRICTION
What did the customer tell you about their situation?
Customer called on 07/28 this and spoke specialist that informed him that zelle transfer will be back to his account as this was sent to an unverified account.
What were your findings while researching the issue?
found the zelle transfer on 07/28 for $400 send to Javonte base on the status it is completed., found the call on 07/28 the customer spoke several specialist.
What actions did you take to resolve the issue?
submitted the complaint, transfer the customer to the claims department for assistance.
(ECW250802-03173) IID 17285330729
This IS the Root Cause Call
How often should you be logging into Excellerate?
EVERYDAY