Phone Fundamental
Greeting and customer verification
What takes place at the start of a call?
Return conversation back to the queue
What should you do with inactive conversations before leaving?
This is the overall customer experience
What is Customer Service?
To validate their identity and obtain information about their creditworthiness
Why do we use a customer's SSN/TTN on the application?
Daily
How often does interest accrue?
Basic/general information
What kind of information can you give out before verifying customer?
The intent captured by Bot
The initial message from the customer
What 2 things should you look for prior to responding to a customer's initial message?
Outgoing
Enthusiastic
Lively
Persuasive
Describe Expressive communication style.
A chat system that provides a venue to quickly get answers to questions
What is Symphony?
Located in Weekly and Monthly Activity
Where can customers see the color-coded and categorized details of their purchases?
Greet the caller
Your name
"Apple Card Specialist at Goldman Sachs
Offer to assist
Disclose recorded line
What are the 5 items must be included in your greeting?
Conversations marked by red bell
How does the system notify you of an open/overdue or urgent conversation?
Help Tool/ Right Answers
Newsletters
Team Meetings
What are sources of accurate informations?
"The interest rate calculation on my bill is incorrect. I'm being charged too much."
Statement Dispute
All spending activity for the customer which may include transactions that haven't posted.
What is Total Balance?
2 minutes
What is the maximum length a hold should be?
Conversations with assigned colors and icon
What are chat conversations that are being worked on?
Overcome confusing
Guide/control
Prevent misunderstanding
How do probing questions help?
Check the application status
Confirm the AA is the DOC Library and was sent
If a customer contacts you to find out why their Apple Card application was declined, how do you assist them?
Device Account Number and Digital Card
What is the Apple Card with Apple Pay number?
GS Operator
TransUnion
Non-Apple Card GS Bank
What are some departments or teams we can cold transfer to?
Request a manager takeover
What to do if a chat was transferred more than 2 times?
The realization that everyone has a story
What is Sonder?
To ensure that you have recent announcements in the top banner
Why is it important to refresh the Right Answers page often?
Make a down payment
Trade in
Less expensive
Use different payment method
What are the options for a customer who was approved for less than the amount of the device they want?