The link used when a cardholder forgets the password to login to the UCARD website.
What is the forgot password link
100
ARIZONA EBT requires this information to be verified every call
What is DOB, ADDRESS AND SECURITY CODE
100
When appropriate we should make exceptions for our cardholders ... name that key
What is Do the right thing
100
This department wide opening script was implemented to make customers feel comfortable when calling.
What is Welcome to customer service
100
This caped crusader operated in Gotham City
Who is Batman
200
Cardholders receive this code via email while registering for a Ucard account.
What is the validation code
200
This department wide closing statement is thought to help build a lasting relationship with cardholders
What is thank you for calling
200
Recognizing the cardholder by name during interaction is and easy way to give a great customer experience-- name that key
What is Always be courteous and professional
200
When processing a card replacement this new process replaced the old 7 business day scripting.
What is the exact date scripting
200
Which sport in the Olympics includes moves such as Pikes, Tucks and Twists
What is Diving
300
This piece of identification cannot be changed once it has been created.
What is the User ID
300
You must always check this type of activity once a card has been reported lost or stolen
What is the last transaction
300
In order to give a great customer experience you must listen and ask for feedback. This falls under what 5 keys category
What is Build lasting relationships
300
NY EBT card replacement scripting according to CSP dialog box explains that we should advise the cardholder to do what if they do not receive a card in the delivery timeframe
What is refer to local office
300
In 1998, this monopoly piece was voted the best of all
What is the car
400
Cardholders can change the address for themselves under this tab on the UCARD center--for states that allow it.
What is the account management tab
400
When refferring cardholders back to the state office you must always offer this
What is the agency phone number
400
A great advisor finds ways to say "yes" and offers options... name that key
What is EXCEED Expectations
400
When we had Florida EBT cards with fraud status .. cardholders were directed to speak with this man.
What is Freeman Bishop
400
This singer was the first female to reach 30 top 10 hits
Who is Madonna
500
Cardholders who wish to send secure messages via the UCARD website can usually expect a reply within this timeframe
What is 2 business days
500
Katie lost her IDES card for the 3rd time this year. A UPS delivered card, will cost Katie this much of her available balance
What is $14.50
500
A great way to deal with challenging cardholder concerns is to apologize and take responsibility .. name that key
What is Own Customer Issues Start-to-Finish
500
Down Scripting according to the manual...
What is “Currently our systems are updating and I am unable to access your account information. Are there any general questions that I can answer for you?”
500
This sticky sweetner was traditionally used to treat cuts and burns