Words Matter Level One
Words Matter level 1 consist of 2 parts, what are they?
What is "Greet the client " and "Authenticate
List 6 strong words
DOUBLE JEOPARDY!!!
What is "Definitely, Absolutely, Certainly, Positively, Surely, Without a doubt"
Why should we offer digital first?
To make it easy for our clients.
How many parts of the call flow make up level four of words matter?
What is "Two."
_____ Will help minimize any follow up questions.
DOUBLE JEOPARDY!!!!
What is "Clarify through clear and concrete words"
What are 2 phrases that needs to be said on every call?
What is "Thank you for being a valued Bank of America client" and "I am happy to help"
What are the words matter concepts that makes up this level?
What is "Confidence through strong words, personal accountability and Respect with please, thank you and proper names"
True or False
Recap and close the call is the last step under words matter level 3
DOUBLE JEOPARDY!!!
What is "False"
What does level 4 of words matter include?
Recap and Close
"I love how fast it is to ask Erica, our online mobile assistant, for my balance." Is a great example of?
what is "Personal Attestation"
Where in the greeting is it required to say "I am happy to help you"
DOUBLE JEOPARDY!!!
What is "After the client expresses their reason for calling/ concern"
When exactly should we use pleasantries on a call?
When asking probing questions and addressing the customer.
"I can see what happened here", is verbiage that can be used to display what words matter level 3 principle ?
What is "Determine the root cause".
What Metric does level 4 of words matter promote?
What is "OSAT" - The Email Survey
What words matter concept requires you not to leave uncertainty on the table?
what is "Confirmation by repeating"
When is it required to use the authentication verbiage?
What is "When the account is not high risk access or when synergy prompts us to authenticate"
True or False.
Personal Accountability is when you can share first hand experiences that make clients more susceptible to follow your guidance.
What is "False".
Personal accountability is using I verses We to take ownership of the call
True or False
"You've reached the right person" is apart of acknowledging the call reason which is not required on a transfer call.
What is "False"
What does the call closing include?
DOUBLE JEOPARDY!!!!!!!!!
What is "Thanking the customer for their loyalty, Email Survey, Asking the customer for feedback."
True or False
whoever displays all levels of words matter on their call is at the Master level
What is "True"
Why is the greeting of the call important?
It set's the tone for the call by showing the customer appreciation while also giving the customer some reassurance and taking ownership while active listening.
Why does this level help build confidence with the client?
What is "Using weak words can make it sound like we’re not confident we’ll meet the client’s needs and expectations. To build credibility in the client’s eyes, be sure to use strong language.
What principles of words matter are considered the "conversation"?
What is " Acknowledge the call reason, determine the root cause, Identifying digital first and resolving the need"
True or False.
Level four of words matter is not needed on a transfer call.
What is "False".
Agents still have to display level four on a transfer call.
Name TWO concepts that are included in level five of words matter?
What is " Confirmation by repeating /Clarity through clear and concrete words / Building trust through personal attestation".