Words Matter Level One
What should be said to the customer when authentication is needed?
For the protection of your account I'll need to ask you a few questions to gain access
Three concepts
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?
Two.
Recap and close
_____ Will help minimize any follow up questions.
Clarity through clear and concrete words
What two parts of the call flow make up the words matter level one?
Greeting and authenticating
True or False.
Personal Accountability is when you can share first hand experiences that make clients more susceptible to follow your guidance.
False.
Personal accountability is using I verses We to take ownership of the call
When should we offer digital on a call?
We should offer "digital first".
At the first sight of an opportunity.
What Metrics does words matter affect?
1. OSAT
2. AHT
"I love how fast it is to ask Erica, our online mobile assistant, for my balance." Is a great example of?
Personal Attestation
What 2 phrases must be said to past level one of words matter?
1. Thank you for being a valued Bank of America Client.
2. I'll be happy to help you.
When exactly should we use pleasantries on a call?
When asking probing questions and addressing the customer.
Which part of level three of words matter incorporates a empathy statement ?
Determine the root cause.
"I understand what you are asking for. I can see what happened here."
What does the call closing include?
1. Thanking the customer for their loyalty
2. Email Survey
3. Asking the customer for feedback
Which concept requires you not to leave uncertainty on the table?
Confirmation by repeating
When should we authenticate?
When synergy prompts us to
List five strong words that can be used on a call.
1. Definitely
2. Absolutely
3. Certainly
4. Surely
5. Without a doubt
True or False
"I am happy to help/ I can help you" Is apart of level's one, two and three of words matter.
True.
It is apart of the greeting, personal accountability and acknowledge the call reason
What parts of the call flow make up level four of words matter?
Recap and Close
True or False
whoever displays all levels of words matter on their call is at the Master level
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.
Which words matter concepts are a part of level two of words matter?
1. Personal Accountability
2. Confidence through strong words
3. Respect with please, thank you and proper names
What parts of the call flow make up level three of words matter?
1. Acknowledge the call reason
2. Determine the root cause
3. Identify Digital first
4. Resolve the need
True or False.
Level four of words matter is not needed on a transfer call.
False.
Agents still have to display level four on a transfer call.
Name TWO concepts that are included in level five of words matter?
1. Confirmation by repeating
2. Clarity through clear and concrete words
3. Building trust through personal attestation