Billing
Change of Address
Coverage
Vehicle
Driver
100

Customer enrolled with checking account will show up as...….

What is EFT (electronic funds transfer)

100
AHT stands for what?
What is Average Handle Time?
100
The Chase brand slogan.
What is Chase What Matters?
100
The number of behavior styles.
What is 4?
100
What would you call those things that would stop you from listening effectively?
What are Barriers to Listening?
200

If ph can not make full payment on cancellation there is a possibility they will have this as an option

What is MSP (minimum short pay)

200
The Aux Code for Not Ready State.
What is Aux 0?
200
Satisfied or Loyal. You answer the customer's question.
What is Satisfied?
200
This behavior style is usally perceived as someone who takes charge but may sometimes appear as a bit bossy.
What is Directive?
200
Skills that allow you to address the customer's strong emotions, complex issues, or even de-escalate a call.
What are Reflecting Skills?
300

A record that will help answer ph questions

What is transaction summary

300
Also called a Lost Call where the caller hangs up before reaching an agent.
What is an Abandoned Call?
300
Satisfied or Loyal. You answer the customer's question and provide other options that make it easier for him to check his account.
What is Loyal?
300
This behavior style would pay attention to details.
What is a Systematic?
300
A Reflecting Skill used when customer has strong emotions.
What is empathy?
400

On a monthly renewal, a policy goes into cancellation how many days before the effective date

What is 15 days

400
What does ACD stand for?
What is Automatic Call Distributor?
400
The CSAT score you must get in order to pass a telesurvey.
What is 4?
400
This behavior style is the star of the show.
What is Expressive?
400
FUN STUFF!!! Sing a love song for the class.
FUN STUFF!!!
500
The address for the Training Central Website.
What is http://trainingcentral.jpmchase.com/
500
What is the Service Level Goal?
What is 80% of calls answered in 20 seconds or less?
500
This means to make something happen or to make things start.
What is to be a Catalyst?
500
The act of adapting your communication style to suit another behavior style.
What is Flexing?
500
FUN STUFF!!! Share a joke to the class!!!
FUN STUFF!!!
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