Universal Survey
How many surveys are needed for a monthly Universal Survey score?
What is 5
The Customer Says :
“I’ve already explained this to two people. Can you just fix it?”
What should be Demonstrated
What is : C.E Attributes
Before discussing account-specific information, specialists must first complete this process.
What is Authentication/Verification?
Can you provide information if authentication is incomplete?
What is No
This attribute is demonstrated when you acknowledge the customer’s feelings and show genuine understanding of their situation.
What is Empathy ?
Universal Survey became part of the specialist scorecard on what date?
What is March 1st?
A customer is upset about a fee.
What should be demonstrated
What is : * Empathy
* Root cause identification
* Education to prevent future occurrences
If a customer requests information you are not authorized to provide, what should you do?
What is follow policy and provide only approved information or transfer appropriately?
True or False: A positive customer outcome eliminates the impact of a policy violation.
What is False?
Name one behavior that supports a Customer Obsessed Experience (SSAT)
What is Active listening, demonstrating patience, positive language, empathy, building rapport, or showing appreciation.
True or False if a customer chooses a 6 and below its considered a Detractor ?
What is True
A customer has multiple account questions.
what should be demonstrate:
* Efficient call control
* Appropriate probing
* Recap of resolution
True or False: Specialists can bypass required procedures if it improves AHT.
What is False?
Name one action a specialist should take to avoid quality alerts.
What is follow procedures, authenticate properly, document accurately, or utilize Chase Answers?
What is the goal when resolving a customer’s request or issue?
What is First Call Resolution
True or False: Resolution alone guarantees a positive Universal Survey score.
What is False?
A customer states:
“I’ve called three times and no one has helped me.”
what should be demonstrated?
What is ? : Active listening
Empathy
Ownership
Resolution
This resource should be referenced when a specialist is unsure of the correct process or procedure.
What is Chase Answers?
A customer calls about fraud and the specialist fails to follow the required authentication process. What quality impact occurred?
What is Policy & Procedure
True Or False Create a meaningful connection by using courtesy phrases and using the customers name appropriately Falls Under SSAT
What is: True
If 5 surveys are not received during the month, what is used to calculate their score?
What is A 3-month average.
The customer says:
“This has been a terrible experience.”
What should be demonstrated
What is : * De-escalation
* Acknowledgment
* Resolution
* Positive close
Why is proper authentication considered a critical risk even when the customer is satisfied and the issue is resolved?
What is : It put the customers account at risk
A customer calls about fraud and the specialist fails to follow the required authentication process. What quality impact occurred?
What is Policy and Procedure
True or False Targeted probing questions falls under Problem Resolution
What is : True