Never/Always
What are the 3 pillars that make up Moments Matter?
Head, Heart, Hero
What do you win if you are at 100% for the quarter in client experience?
Service Excellence 100 Club - $50
Make Every Moment Matter
How often should you utilize the Branch Appearance checklist?
Daily
Who can perform observational coaching?
Everyone!
What is the 'Always" to Failed to Acknowledge?
Greet enthusiastically
What are the Red Key qualifications?
100% Net Relationship Households
90% Client Experience
80% RRM
$300
What pillar corresponds to Care, Connect, and Trust?
Heart
Who should you contact if there's vandalism to the building?
Event Monitoring Center and Facilities
What is the expectation for observational coaching?
1 observation per teammate each week
How many times should you use a client's name?
At least 3 times
Which branch(es) achieved Service Excellence 100 for Q2?
West Lane!
What are the descriptors of the Hero pillar?
Empowered, Relentless, WOW
In what play in the Playbook can you find the Personal Appearance policy?
Play 2
When is the CE Action plan due?
5th business day of the month
Where can you find the Never/Always behaviors?
Credo card
While NPS and Branch Sat is scored from 1 to 10, behavior questions have what range?
1 to 7
What is the enemy of our Experience Revolution?
Inconsistency
What is a part of your daily uniform?
Key pin and nametag
What are the 5 components of the CE Action Plan?
Specific, Measurable, Attainable, Relevant, Time Bound
Instead of the Never behavior of being unprofessional, what should we focus on to help our clients?
Always be on stage
How soon after a client visits the branch can they be sent a survey?
Via email within 48 hours
Does a Moments Matter story need to contain a sales win?
No, any story showing Head, Heart, Hero
What is unacceptable attire?
Athletic wear or sportswear
− T-shirts (including KeyBank t-shirts)
− Tennis shoes or sneakers
− Polos with sports team logos (unless on days designated by leadership)
− Leggings
• Overly casual clothing
− Jeans of any kind or color
− Bare shoulders
− Dresses and skirts of an inappropriate length.
What are the 5 categories that you can perform an observation on?
Outbound Calling
Appointments
Service Client Experience
Huddle
Lobby Engagement