Own it! Pocus
Where can we identify if a client has called more than once?
Under Erica assist/synergy web
Where can we find examples of delightful words and phrases?
Words Matter Desk drop
Give your best personal verbiage
can vary
Do we have to advise clients the reason we are putting them on hold?
Sometimes placing a client on hold is necessary, but be sure to explain how that will help. If the matter requires the client to follow up, be clear about any action they need to take and why you can’t do it for them
Bank Jargon can make a call quicker.
False .
Bank jargon can slow down customer’s understanding
An own it! is identified by what amount of calls?
3
How can you as an agent go a long way with your client ?
Empathizing with our clients
give us your best personal verbiage for a person who is upset about wait time.
Your time is valuable and I’m sorry you had to hold. Online Banking is the fastest way to complete a transaction. Would you like me to walk you through how you perform this transaction through Online Banking or the Mobile App? (Bonus points if alternative option given)
“Thank you for your patience. I did review the fee and I’m sorry I’m not able to refund it. I’m happy to review options to avoid the fee in the future. (Bonus points for Digital)
what is an alternative to saying "funds"
Use exact amount in account
Ex: After reviewing your account, your available balance was $________ which did not cover the transaction from __________ for the amount of $_________ . We do offer overdraft protection would you like to hear about this option?
True ! Raise your hand to engage a leader at the onset of the call using your approved team support chat
If you fail to stay positive what may a client hear?
You do not want to help me, an accusation, lack of confidence
Using "we" statements is stronger than "I" statements. True or false?
Personal Accountability using “I” vs. “We” I'll review your account right now. I can help you with this. I'm submitting your request now. I appreciate your choice to do business with u
why can concrete words be harmful to the client?
Concrete words are not harmful to the client they help us in confirming information with our clients using dates amounts and exact instructions. Ex: The $350 will be available on Monday, May 3 at 9 AM. I’m sending instructions to the email address we have on file
What is corporate speak?
Confusing speech
When a department is selected that the client was previously transferred to within the same call, the previous destination transfer guided flow will prompt what?
a question to help determine the next action.
what are three common courtesies we can use on calls?
can vary ex: You're welcome, please, thank you, absolutely i am here to help, its my pleasure.
Best personal attestation for scenario. Mr. Potter is older now and does most of his banking by checks hes upset he did not get his last check order.
can vary. (Bonus points for digital offer)
I definitely understand what you’re asking for. Let me bring up the system to see why you received a MMF fee
what are 3 examples of words we can use to replace "okay" and "alright"
Wonderful! Excellent! Certainly! Absolutely! Awesome! Definitely! Fantastic! Perfect! Great
If a client has a max transfer tile what are three things your leader may advise?
How many common courtesies should we be doing on a call?
Thank you is not enough, it’s important to use common courtesies at least five times on every call to show clients you value them.
What are some ways to make our clients feel like individuals?
Best verbiage for a client who had a fee refund denied
Find alternative options to avoid fee in the future but do not steer away from conversation. Set clear expectations.
give best verbiage for letting a client know his account is past due.
the due date was 4/15/2025 and a payment of 55$ will allow him to use the card.
“After reviewing your account we have not received the payment for the amount of $ 55 that was due on 4/15/2025. If you make a payment now in the amount of $55 you will be able to use your card today