PC Matercard
It is generally a list of characteristics outlining what something does
Features
What is a Call Flow?
•The path a conversation follows
•The steps you follow during a conversation
What is the term now that we should be using when referring to the SSITE or digital platform?
Online profile
I am your main tool. You will use me in everything you do for your customer. What am I?
Salesforce
_____ describe the value to you. It speaks to WIIFM – “what’s in it for me.”
Benefits
Four
What is the name of the SOP that you will use to guide the CH through setting up an online profile?
SSITE - Standard Online Account Enrollment
It is the software phone that we use to hear and respond to customers. It’s part of the login process to ICEbar.
Genesys
What are the four types of Mastercard?
PC Mastercard Silver
PC World Mastercard
PC World Elite Mastercard
PC Insiders World Elite Mastercard
What are the steps in a Call flow?
Greeting
Identifying the issue
Resolving and Recapping
Closing the call
How secure is the online profile?
•Security measures have been improved by implementing Two Factor Authentication.
I can be your favorite tool in the future. You may be overwhelmed when you see my interface. What am I?
TS2
What is the income requirement to qualify for a World Elite Mastercard?
An individual annual income of at least $80,000,
Or a total household income of at least $150,000.
What are the four elements of Active listening?
•We listen to understand
•We paraphrase
•We ask clarifying questions
•We take notes
What are the two important notifications that the CH will receive? which are also self managed by them.
•The PCMC low available credit remaining email alert
•The PCMA low balance email alert
This is where you can see CH's points balance. You may also see some offers within this system.
MAC GUI
What is the difference between PC World Elite Mastercard and PC Insiders World Elite Mastercard. Please provide at least two differences.
PCIMC comes with an annual while the PC world Elite doesn't.
Number of points earned
PC express subscription
What are four more active listening skills that was discussed yesterday?
•We avoid distractions
•We are empathetic
•We help the customer understand that we’re listening
•We are patient and we don’t interrupt
What should you remind yourself before sending ICE EMAIL TEMPLATES to your CHs?
Follow the ICE Email Template Job Aid SOP and double-check the template. Confirm that an appropriate template exists prior to offering it to your CH.
I used to be the favorites before because you can do almost everything through me, but that has changed. What am I?
CSR Portal