Behaviors
This Service Excellence Behavior means taking full responsibility for the members concern from start to finish.
What is Take Ownership?
This type of question encourages the member to tell you more about their situation
A member asks to add a joint account holder. Name one hidden need they may have.
What is ensure account access in case of emergency?
A member calls to check their balance. Ask a high-impact follow-up question
Are there any upcoming expenses or plans you’re preparing for?
Members feel this way when we uncover a need they didn’t know we could meet.
What is surprised and delighted / WOW’ed?
This service excellence behavior involves thinking ahead and offering solutions before the member even asks.
What is Anticipating Needs?
Asking, What's the purpose of this International transfer? Is what type of question.
What is a high-impact / Discovery question?
A member wants to transfer $5,000 internationally. Ask one high impact question.
What's prompting this transfer ?
A member calls about traveling to a new UN assignment. Name two services you might recommend.
Credit Cards with Travel benefits , multi-currency services, international wires.
The ultimate goal of asking high-impact questions is to create this.
What is an elevated member experience?
This behavior means helping members understand their options to make confident financial decision
What is Educate and Empower?
Complete the high impact question: "Tell me more about _______."
your upcoming plans/ your need for exploring this option.
A member calls about updating their address. What hidden need could this reveal?
What is updating other personal information (like phone number).
Member wants to deposit a large check. Ask a question to uncover future needs
Will you be making similar deposits regularly, or is this for a special purpose?
Offering proactive solutions based on discovery questions demonstrates this Service Excellence behavior.
What is Anticipate?
This behavior is the foundation of asking high impact questions and uncovering hidden member needs
What is Be Curious?
This is the benefit of asking high-impact question in every member interaction
What is uncovering hidden needs and delivering tailored solutions?
A member asks about loan payoff amount. Name a question to uncover future Financial needs.
What are your plan once the loan is payoff and you have extra money what do you plan to do with it?
Scenario: Member is supporting family abroad and asks about transfers. Name two additional questions to uncover hidden needs.
"Will you be making ongoing transfers?” and “Do you need a way to reduce transfer fees?"
You ask, “What’s most important to you as you relocate?” and offer three solutions they didn’t request. This is an example of this.
What is consultative and frictionless member service?