Understanding the Client Journey
Use all available _________ to understand the client need and experience.
resources
Exhaust all resources to thoroughly _______ the client's need with a sense of urgency.
Resolve
Engage Team Managers and SCAs for ___ and ___________ client inquiries.
Be _____ and ___________ with next steps and resolution.
clear, transparent
True or False?
You need to use pleasantries when taking ownership by probing.
True
Example: "Ms. Client, can you please confirm the amount and date of the transaction? Thank you for that information" vs. "When did you do it? How much is it? Ok."
What tools can be leveraged to help understand the client journey?
The Brain, Caller Intent, Alerts, Contact & Transfer History
How do you probe?
Ask clarifying questions.
Use solution center procedures to _______ _________ ___ ________.
confirm direction and accuracy.
True or False?
It is okay to lie about a timeline in order to appease an upset client.
Provide accurate timeframes and next steps
"It's important to me to get you a resolution" is a great example of what?
Taking ownership.
What is an important first step to defuse the situation and understand the root cause?
Active Listening
When do you keep the call?
Whenever possible.
How do you stay informed?
Review MyAlerts and New and Revised procedures.
Verify ______ _______ ___________ for follow-up correspondence if needed.
client contact information
"Let me recap what I've done and what you can expect going forward" is a great example of what?
Managing Expectations
Why is it important to pay attention to transfer history?
When a client has been transferred multiple times, it's likely they will be upset. It's important to acknowledge their situation and reassure them that you intend to resolve their need.
What tools can be leveraged to help you own the call?
Guided assist tools to ensure accuracy (when available)
True or False?
Engage a leader on every call you take.
False
Engage leaders when needed
Follow through on all ___________.
submissions
"You've reached the right person and I am certainly committed to finding a resolution for you." is a great example of what?
Taking Ownership
Also acceptable responses: Owning the call with I vs. We, Acknowledging the call reason, Confidence with strong words
You must immediately end the call and report to your supervisor if caller intent shown in the brain is not what the client actually needs.
FALSE
Sometimes people make mistakes or just click anything to speak to a live person. You simply assist the client BAU.
What should you ask yourself before transferring any call?
(allow 1m30s for this answer)
Full points: At least 2 of these responses
Half points: Only 1 of these responses
Can I help even though it's not my LOB account? (updating address, troubleshoot olb)
Is this a general question I can find information on in the path?
Can I send digital instructions?
Can I provide the self-service steps verbally?
True or False
Immediately request a call take-over when you see 4+ repeat caller indicator.
AND
Where can you find the 4+ repeat caller indicator?
only worth 400pts if only one answer is provided
False
(When you see the 4+ repeat caller indicator, you just need to RYH/ post it in Mattermost; basically you just need to make your leaders aware of the situation.)
AND
The Brain.
What Words Matter call flow concept(s) are most useful when managing expectations?
Example: greeting, strong words, closing
There are levels, and then individual concepts within the levels
This question is not asking for levels
Clarity through clear & concrete words and Recap.
Other acceptable answers: confidence with strong words, resolving the need, trust through personal attestation.
Full points if only said Clarity.
Half points if only said one concept and that that concept was not Clarity.
"I apologize you have been transferred multiple times, but you've reached the right person, and I am going to take personal responsibility to find a resolution for you." is a great example of what?
Understanding the Client Journey
Acceptable alternate answers for 1/2 points: Acknowledging the call reason, Determining the root cause, Empathy, Owning the call with I vs. We