Engage
Guide provided their name, title and explained their role on the initial contact with the Member.
What is Open/Greet/Close
Hearing what the customer isn't saying.
What is Active Listening?
Time within an interaction where nothing is being said.
What is dead air?
The most appropriate resolution available, balancing Customer Experience outcomes and compliance.
What is Effective Resolution?
Member's First and Last Name & Email Address
What is required verification?
Understanding and sharing a feeling with someone.
What is empathy?
Probing to determine the root cause of a concern.
What is Effective Questioning?
Tell, Ask, Check Back and Thank
What is TACT?
Capture the details of an interaction within a case.
What is documentation?
Use proactive positive phrasing / Build rapport with the customer.
Courteous, natural and conveyed interest tone
Use clear pronunciation/articulation.
Spelling and Grammar contain 2 or less errors.
What is Communication?
The Members' holistic perception of their experience with your business or brand.
What is Customer Experience?
Name 3 External resources?
CoMarch, Web Ex, SKYPE Chat Room, Supervisors, QAS Team, AGs and POCs, Advisories, Email Account
Gather information and provide a resolution in an optimal handling time
What is Time Management?
Taking full ownership
What is Advocacy?
"Thank you for contacting Ford Motor Company!"
What is branding the interaction?
Thoughtful, Effortless and Caring
What is Ford's approach to Customer Experience?
Confirming all member statements and secondary concerns presented by the member.
What is acknowledgement?
Communicate all next steps / follow-up details. (If needed)
Shared information which may be helpful to the member in the future.
What is education?
Select correct full path case classification.
What is Disposition?
NHTSA
CRC
AAF
What are internal jargon not to be used on an interaction?
The result of a positive customer experience, customer satisfaction, and the value of the products or services the customer gets from the transaction.
What is Customer Loyalty?
AAF, GCCT, PTS/OASIS
What are Internal Resources?
2 minutes
What is appropriate hold time expectation?
Offering to walk Member through troubleshooting steps
Offering to stay on the line through completion to ensure FCR
What is going above and beyond?