General
The LEI goal is this..
77.4
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 EMT Test Pilot 1 daily limit?
Pilot Limit 1 (up to (9,999 daily/$49,999 over 30 days);
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
True of False, customer shares their issue and sounds confused and distressed. First thing you should do is ask for their first and last name.
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.
Estate question: What is the new process if you're notified of a clients passing?
You will no longer be required to create Estate Notification requests in Operations Process Centre (OPC). Instead, colleagues will refer the caller to the nearest TD branch, so a branch colleague can support them in completing the OPC Estates Notification process. This change helps ensure families receive dedicated, in-person support during a sensitive time.
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"
When providing an overide for an agent for CBB Me2Me transfer, what should we check to make sure names match?
CIF MCIF or Alias must match S3 template.
If an agent calls for support but has not opened up the procedure and is not prepared, what are some questions you can ask the agent?
- Ask what procedure they need
- ask what steps their on or need support with
- ask if they've tried NACO.
-empower agent to use resources to help them solve issue.
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: HNW - Best practice is to Only do what the customer asks. FCR!!
False: Although FCR is extremely important for our HNW clients, it's also equally important to find ways to make things easy for our customers and help improve their banking experience with advice on how to save time.
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
Agent asks you to stay on the line in case the customer has other questions. How do you proceed?
Ask them if they have any other questions? Encourage them to use their resources for questions. help them take ownership and if needed they can call back.
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: Customer has a private banker HNW and wants to transfer $190k USD Me2Me. Can we process this?
False: We can only transfer $200k CDN.
Can we escalate to Cares if the customer has a compliant about their Mutual funds?
No. You would transfer them to the appropriate department.
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?