Customer Feedback
We should use these types of questions to learn a customer's needs.
What are discovery questions (or open-ended questions)?
We promote this type of service when asking customers to activate their new card.
What is self-service (through mobile app/website)?
This is how long customers have to activate their new Discover Network Debit Card before their old debit card is automatically deactivated.
What is 120 days?
We tell customers this if they ask to be opted out of the Discover conversion.
What is, "you're unable to opt out of the conversion"?
This teen account will also receive a Discover Network Debit Card
What is the Money Teen Checking account?
"Discover is not accepted by my cell phone provider" is an example of which type of complaint.
What is a tier 1 complaint?
This BASL extension was decommissioned on August 20th.
What is BASL 1.8?
This is how long a customer's old card will remain "Partially Active" after activating their new card.
When answering timeline questions, we should not provide this type of answer.
What is a vague answer or vague timeline?
If a customer has multiple debit cards, they won't receive new cards at the same time, but instead by this basis.
What is account-by-account basis?
We use this form when a customer says they can't use their new Discover Network Debit Card at their favorite store.
What is the "Refer a Merchant" Form?
We call this person if a customer needs a high dollar limit increase on their new Discover Network card.
Who is Net Promoter (Sales Captain)?
If a customer asks us about the network switch email, this is what we're supposed to confirm with them.
What are customer's mailing and email addresses?
Don't forget to remind customers to do this after activating their Discover Card, since their old card will only remain partially active.
What is update their recurring payments?
This pinpoint article is the hub for all things Discover Merger related.
What is the Branch & Cafe Discover Reference Hub?
What is the Tier 2 Driver we should use for customers complaints related to Discover?
What is "Conversion/Merger"?
We call this department for fraud claims or missing ATM deposits on a Discover Network Debit Card.
Who is CPR (BASL 5.1 or 5.2)?
If a customer opens a new account of this type, their debit card will automatically be on the Discover Network.
What is the 360 checking account (or Money account)?
We can advise a customer that they will receive their card 5-7 days after this happens
What is the card is created?
If customers are concerned about their FDIC coverage now that Discover is part of Capital One, we should tell them this.
There may be impacts to your FDIC coverage after 6 months (from May 18th)
What is the subdriver for Tier 2 complaints regarding the Discover Switch?
What is "Discover - General Merger Complaint"?
A customer's debit card, expiration date, and CVV number will change with the new debit card, but this will stay the same.
What is their PIN number?
If a customer is in this stage/status, we cannot order them a new debit card because one is already on the way. Instead we advise them to wait.
What is the "card created, not activated stage"?
These are the logos you should tell customers to look out for when they express concerns about international Discover acceptance.
What are the Discover Logo, Pulse Logo, and Diner's International Logos?
We can no longer do balance transfers for credit cards between these two issuers.
Who are Capital One and Discover?