5 Keys to a Great Customer Experience
Disclosures/
Documentation
P&P
Regulations
Random
**DOUBLE JEOPARDY**
100
Know your customer by name, Be attentive, engaged and friendly & Be cool & show respect
What is always be courteous and professional?
100
True or False: You can disclose credit card rates over the phone?
False
100
True or False: You are allowed to give cash back on a business deposit.
What is False
100
What constitutes filing a CTR?
transacting $10,000.01 cash over the counter
100
Who wrote The Simpsons?
Who is Matt Groening.
200
- Use common sense - Be clear upfront and honest - make exceptions when appropriate
What is do the right thing?
200
True or False: When opening a business account, you need a letter from an attorney or CPA if your business is registered out of state?
False
200
True or False: A fingerprint is required for a non-customer cashing a check over $500.
What is False
200
This item is used in emergency and robbery situations
What is the emergency binder?
200
What is the largest freshwater lake in the whole world?
What is Lake Superior
300
Going above and beyond. Finding ways to say yes and offer options.
What is exceed expectations?
300
How many emergency binders should a branch carry and where are they located?
3 binders and they're located in BM's and ABM's car and are in an easily accessible location at the branch.
300
How much cash is readily available as a courtesy when depositing a non-Chase check?
Up to $200 (per day)
300
What is the cap amount for FDIC Insurance?
$250,000 per depositor (account owner)
300
Who was the original host of The Price Is Right?
Who is Bill Cullen.
400
Apologizing, taking responsibility Finding solutions and always following up
What is own customer issues from start to finish?
400
What are 2 most important items given out when a customer inquires about fee incurred on his/her account?
What is ODP and DCOC brochure?
400
This changes every quarter for security purposes
What is the opening signal?
400
How long does a customer have to file a claim and which Regulation does it refer to?
60 days from the statement date. Regulation E
400
Coca-Cola used to be the most popular brand name in the world. What brand overtook it in the mid-nineties as the most widely recognized?
What is McDonalds
500
Making a connection Taking a personal interest in customer needs Listen, ask for feedback Establishing trust
What is building lasting relationships?
500
Proper account folder (total, premier, platinum) Privacy notices Addendum DCOC ODP Rules and Regulation booklet Rates sheet
What are the neccesary documentions for an account opening?
500
True or False: You can remove yourself from a joint account without the 2nd individual being there.
What is True
500
Name 3 services we offer to our visually impaired customers?
Reader services Check safekeeping Information reformatting guideline raised line checks Signature guide/ audio assisted ATMs SSB Kiosks
500
Who is the Goddess of Love and Beauty?
Aphrodite- Greek, Venus- Roman
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