ONLINE BANKING
I AM REQUIRED TO RESET A CUSTOMER PASSWORD ONLINE.
WHAT IS Bank1234!
THIS HAS TO BE CLOSED ONCE AN INVESTIGATION IS FILED?
WHAT IS A DEBIT CARD
POSITIVE LANGUAGE
POSITIVE WORDS, BEING POLITE, USING CUSTOMER'S NAME, RESPONSIVE WORDS/FRIENDLY PROFESSIONAL TONE
INTRODUCTION.
WHAT IS GREETING: THANK YOU FOR CALLING COMERICA BANK MY NAME IS.....MAY I HAVE YOUR NAME PLEASE?
WHAT IS OFFER TO ASSIST: HOW MAY I HELP YOU?
WHAT IS COMMIT TO ASSIST: I'LL BE HAPPY TO.......?
THIS SYSTEM MUST BE THE PRIMARY SOURCE FOR CUSTOMER AUTHENTICATION
CONVERGE
WE MUST WAIT THIS MANY DAYS IF A CUSTOMER HAS THEIR PASSWORD RESET OR EMAIL UPDATED?
7 DAYS
THESE ARE THE TYPE OF RUSHES WE PROVIDE CUSTOMERS FOR DEBIT CARDS
WHAT IS 2-3($25) AND 3-4 ($15)
FULL ATTENTION IS NEEDED FOR OUR CUSTOMER THROUGHOUT THE CALL SO THAT THE CUSTOMER WOULDN'T HAVE TO REPEAT THINGS MORE THAN ONCE
WHAT IS ACTIVE LISTENING
CLOSING.
WHAT IS FINAL OFFER TO ASSIST? IS THERE ANYTHING ELSE I CAN ASSIST YOU WITH?
WHAT IS CLOSING SCRIPT? THANK YOU FOR CHOOSING (CALLING) COMERICA BANK
GREEN/YELLOW/GRAY/RED
STEP UP AUTHENTICATION
CONVERGE/SERVICE REQUEST
I GO HERE TO CHECK STATUS OF A SHIPPED CARD
WHAT IS WC3
COMPONENTS OF CUSTOMER FIRST
CALL HANDLING, CUSTOMER EXPERIENCE, PERSONAL SKILLS
IDENTIFY NEEDS.
WHAT IS ASK QUESTIONS?
REVIEW/RESERACH ACCOUNT?
LISTEN/UNDERSTAND?
CUSTOMER IS SENT TO BANKING CENTER
WHAT IS FAILED 3 VERIFICATION ATTEMPTS?
CUSTOMER MUST KNOW THIS IN ORDER FOR AGENT TO PROVIDE USERNAME
WHAT IS EMAIL ADDRESS
THE TIME PERIOD IN WHICH A FRAUD EXCEPTION IS PLACED
WHAT IS 48 HOURS?
I AM ADVOCACY
EDUCATING CUTOMER/OWNERSHP/CUSTOMER CENTRICITY
THIS IS ASKED TO A DIRECT EXPRESS CUSTOMER BEFORE TRANSFERRING THEM.
FIRST 6 DIGITS ON THE CARD.
I AM THE ONLY PERSON THAT CAN BE ASSISTED WITH COMPLETING OLB TASKS WITH A PAN THAT BEGINS IN 8 OR 9
WHAT IS THE AUTHORIZED SIGNER
10 BUSINESS DAYS
POSITIVE WORDS/USING CUSTOMER'S NAME/RESPONSIVE WORDS
WHAT IS POSITIVE LANGUAGE