General
The LEI goal is this..
74.7
TRUE OR FALSE: It's ok to put the customer on hold for 15 minutes without checking in on them
False; ask permission to put on hold. Checkin with them every 2-3 minutes
What screen do you check for occupation?
ALWAYS check CIF MEMP
What is the goal for Q3?
35 per quarter 3 per week
Name 3 sentiments that customers may experience when calling TD.
Frustration, confused, worried, Happy, sad, angry, surprised, dismissive.
What do we ask the customer to do for us once we've completed their request and the call is done. (end of call)
Ask to complete survey and Loyalty close
FALSE - ALWAYS acknowledge customers feelings first. It's the best way to make a connection with the customer and helps move the call a lot easier. Customer is more willing to listen if they know you care.
If customer interrupts you while reading blue bold, what should you do?
Kindly share with customer that you have to read some compliance scripting all the way through. Let them know you'll be happy to answer any questions after.
What are 2 benefits of increasing credit limit
flexibility, peace of mind, don't have to apply for credit in the future, no application required, good for traveling as a back-up, it's available right away.
customer emotion Happy. they say "I have my son's graduation tomorrow. I just need to know the balance in my account.." You acknowledge by....
“Sounds like you are having a fantastic day today!”
“I’m ready to help, let’s make your day even brighter.”
Transfers - What are some things we do to help better understand the customer the request before transferring?
What is the transfer rate goal?
Bonus what is the percentage worth in regards to our performance. 15%, 30% or 12.5%?
Ask probing questions like "what do you need help with in regards to your CC/LOC/MTG/?"
Goal is 18% for transfers
Performance weighting is 12.5%
TRUE OR FALSE: Using phrases such as "Like I said before, Unfortunately I can't help you here, it's the branch's fault, according to the policy, I don't mean to be rude, you are not listening..."
Using these phrases will generate great LEI. True or false
False: Avoid using negative language as much as possible. Look to rephrase things in a way that sounds helpful and respectful.
"I hear you" "I can understand how you feel" "let me share with you all the options I can think of" "Let me help you solve this completely.."
"my pleasure", "certainly", Glad I could help"
Customer asks you "what is the best account for me?" What should you do?
Offer product assessment first. DO NOT provide advise on any products before offering the product assessment
If customer says their in rush, how can you reply?
it will only take 1-2 minutes. It's incredibility easy to add on.
H.E.A.T is the abbreviation for this?
Hear
Empathize
Apologize
Take action
What is the goal for AHT? and how much is that worth towards our "my performance" score?
365, my performance 12.5%
TRUE OR FALSE: Best practice is to Only do what the customer asks. FCR!!
False: Although it's important to solve customers issue first. FCR. It's also extremely important to find ways to make the customers experience exceptional by offering extra advice. Something that separates our service from self-serve service.
When going through the procedure, you notice a few "more" options under certain steps. What should you do when you see these extra links?
CLICK ON THEM. There may be useful info in them
Customer asks "will this impact my credit?", how can you reply?
You can say "there is no application required. It's approved as an offer. However for more specific credit inquiries, I recommend you check equifax.ca. It has great information on how credit works.."
True or False: Best practice. customer says "I'm very frustrated with a company that keeps taking money from my account"
You ask what their first and last name is right away to make sure you don't miss authentication. is this the best practice?
False: best practice is to acknowledge customers feelings first.
“I understand how concerning this is, I'm ready to help.”
“I understand you care about this matter a lot. I’m here for you. Let's see if I can expedite this.”
What's a different to check for experience other than "is there anything else i can help with?"
RECAP and say...
Have I helped you with all your banking needs today?
Have I taken care of all your needs today?
Did I take care of all your banking needs today?
How was your experience with me today?
TRUE OR FALSE: When customer shares they want to speak to a manager, you avoid the transfer as much as possible.
False: First, you try to understand the reasoning of the escalation, if customer requests to speak to the manager, then you must proceed with the request.
Your asking a customer a CAT B question that requires 2/3 acceptable answers. Customers answers 1/3. Is it ok to probe the customer further to get a clear answer?
Yes. You can ask for example, where was that purchase done? What was the amount? what was the transaction?
Provide me your best enthusiastic bridging statement.
Hi John, before I let you go, I see you're approved for a credit limit increase on your credit card. The great thing about this offer is that there is no application required. It's already approved and we can simply just add it to your credit card.
DAILY DOUBLE
Customer claims the branch promised them a service. After looking into it, it seems completely improbable that our branch rep would promise the service. How can you reply to the customer? What strategy do you use?
H.E.A.T.
What does it sound like?