Engage
CSR provided their name, title and explained their role on the initial contact with the customer.
What is Open/Greet?
CSR expressed appreciation for the customer.
What is Loyalty?
Time within an interaction where nothing is being said.
What is dead air?
Owner.ford.com, fordprotect.ford.com, fordparts.com, My Ford mobile
What are customer self-service tools?
The most appropriate outcome, which balances Customer Experience and compliance.
What is Effective Resolution?
Information verified with the customer in order to maintain confidentiality.
What is PII?
"Thank you for being a valued member of the Ford family" is an example of this.
What is a Loyalty Statement?
Probing to determine the root cause of a concern.
What is Effective Questioning?
CSR shared information which may be helpful to the customer in the future.
What is Education?
Capturing all the details of an interaction within a case.
What is documentation?
CSR built rapport with the customer, used clear pronunciation/articulation and maintained command of the interaction.
What is Communication?
The customer's holistic perception of their experience with your business or brand.
What is Customer Experience?
The knowledge base for CRC.
What is AAF?
CSR completed all research, successfully made contact with the dealer as needed and scheduled follow-ups appropriately.
What is Case Progression?
CSR completes initials and follow-ups on time, and honors all commitments made to the customer and dealer.
What is Promises Made/Promises Kept?
"I would be happy to help you with that!" is an example of this.
What is proactive positive phrasing?
"I just bought a brand new red Ford Mustang" is an opportunity for this.
What is complimenting vehicle/specs?
Confirming all statements and secondary concerns presented by the customer.
What is acknowledgement?
Educating the customer on action plan and expected ETA for follow-up on escalated cases.
What is communicating all next steps / follow-up details?
CSR assumes personal responsibility for and dedication to addressing the customer's concerns.
What is taking ownership?
"Diag", "CRC", "ESP" and "Fin Assist" are examples of these.
What is slang/jargon?
A numerical score representing the long-term value of a customer to Ford Motor Company.
What is LTV?
AAF, GCCT, PTS/OASIS
What are Resources?
"Our dealer technicians are trained and certified by Ford to diagnose and repair your vehicle under the New Vehicle Limited Warranty" is an example of this.
What is reinforcing value of product, process and/or company?
CSR offering to schedule an appointment with the dealership on the customer's behalf is an example of this.
What is minimizing the customer's level of effort?