The type of communication where you speak to the customer with distinctly enunciated words in an interesting, sincere tone of voice indicating you are interested in them and willing to provide excellent customer service.
What is professional communication?
100
Bring these if you want to get on Vince's good side
What are Peanut M&M's ?
200
You have to reflect emotions and feelings in order to show this.
What is empathy?
200
Can only access information about the account.
Who is OK to Speak With?
200
Do this to let Capital One know you are leaving the country.
What is set travel notification?
200
The length of time it takes a person to make assumptions about one's education, background, ability and personality based on your tone of voice.
What is 60 seconds ? One minute?
200
The amount of prep time you get prior to taking calls at the start of you shift.
What is 10 minutes?
300
SOMETIMES, INSTEAD OF EMPATHY, YOU MIGHT WANT TO USE THIS WITH A CUSTOMER.
What is APPRECIATION ?
What is Acknowledgement?
300
Cannot change the address but can charge goods on the card.
What is the Authorized User?
300
The task a primary will be asked to complete when ordering a replacement card for an AU.
What is call in to the service center?
300
The clear and effective way of speaking that will allow you to be successful and make money.
What is your "cash voice?"
300
The length of time rewards will stay active before they expire.
What is never? They don't? Forever?
Pointus Extendus Ad Infinitum?
400
ACCOMPLISHED BY USING RAPPORT AND MUTUALITY STATEMENTS.
What is DELIGHT THE CUSTOMER?
400
When a credit counselor calls on behalf of their client, the card holder.
What is 3PDM ? Third Party Debt Management?
400
The only call group that can reset online password lockouts.
What is ECM?
400
Use rapport and mutuality statements to do this...
What is delight the customer?
400
ECM stands for...
What is Enterprise Call Management ?
500
VALIDATING THE CUSTOMER'S FEELINGS AND AGREEING THAT THEY ARE ACTUALLY RIGHT.
What is SYMPATHY?
500
Another name for the primary on a small business account.
What is the company officer? Business owner?
500
The group that handles all customer email messages sent through the onlne banking secure messaging system.
What is eMO? eMessaging Operations
500
The Standard Loyalty Greeting
What is Hello, thank you for calling Capital One Rewards. My name is Doogie Howser. For verification, may I have your date of birth?
500
The three main systems or resources that a rewards agent will use to help the customer.