Owning The Moment
Taking full ownership of a customer interaction from start to finish.
What is “Owning the Moment” in customer service?
GTL Schedule Visits (1 of 2) and GTL Internet Visits (2 of 2)
What is Vismobile?
the process of verifying an account when cx cannot remember the pw, date of last 3 calls, deposits, or the email on file
What is Proof of account ownership steps
Opening the call within 5 seconds, thanking the customer, stating your name, offering help, and asking for the caller’s name.
What is having a good greeting?
This band sang “Bohemian Rhapsody.”
Who is Queen?
Acknowledging the customer’s concern before asking questions or taking action.
What is using an acknowledgment statement?
The rules that define when you can schedule, modify, or cancel a visitation.
What are visitation policies?
The one time process of moving funds from an old phone number to the new number
What is a funds Transfer
Sounding confident, energetic, and genuinely engaged rather than monotone or robotic on a call.
What is having a good tone?
This animated show takes place in the town of Springfield.
What is the Simpsons?
Referring to someone as a “loved one” or by their name instead of using the term “inmate.”
What is using respectful language?
This information can be used to verify a customer’s account.
What is visitor ID, recent/upcoming visitations, and email?
when the cx reverses a payment with their bank instead of going through the refund process (Leaves note in orange)
what is a charge back
Making the interaction personal by using the customer’s name and demonstrating sincere care throughout the call.
What is building rapport?
This U.S. state has the most active volcanoes.
What is Alaska?
Giving the customer time to explain their situation without interrupting. Listen carefully for both the issue and the emotion behind it.
What is active listening?
This information can be shared when a customer/visitor is unable to schedule a visit, without revealing confidential details.
What are visitor restrictions?
Cx is attempting to set up an Adv Pay account while living outside of the US
What is adv pay international
Restating why the customer called and reviewing what was done to assist them during the call.
What is a recap?
This composer wrote the “Moonlight Sonata.”
Who is Ludwig van Beetoven?
Staying engaged and helpful instead of dismissing the customer or passing them off.
What is showing willingness to assist?
Found in the officer web, this section can be used to see if a facility is WebRTC compatible.
What is Administration > Automation Settings?
Call record says the letter D under call type instead of the letter H
What is pin debit call
Failing to follow required procedures that protect the customer, their account, or sensitive information.
What is high risk?
This capital city lies closest to the Prime Meridian.
What is London?