What is Listen, Empathy, Act with Ownership, Delight the Customer
100
This person can charge on the account, but can not make changes, close the account or redeem rewards. This person is not financially responsible for the account.
What is an authorized user
100
Speaking to the customer with a sincere tone, distinctly enunciated words and comfortable pace are examples of this.
What is Professional Communication
100
When placing a customer on hold you should quote a time frame no longer than this.
What is 1 - 1 1/2 minutes
100
This departments main goal is to service customer online issues
What is ECS
200
When Empathy is not used on a call you should use this
What is Appreciation
200
This person applied for the account. This person is financially responsible for the account and can make any changes to the account.
What is the Primary card holder
200
The voice to be used on the phone is often called this.
What is your "cash voice"
200
You should always gain this before placing a customer on hold
What is their permission
200
Your product will work, We are you Advocate, We know who you are and what you want and we will help you achieve your dreams are examples of this
What is HVS Customer Promises
300
This is often the "wow" factor of the call. Going above and beyond for the customer.
What is Delight
300
This person is notated in Polaris as someone who can redeem and make edits to the customer's rewards. They may not have access to the financial account.
What is Authorized Rewards Redeemer
300
These are components of elements communication
What is Voice Quality (tone, pausing and breathing)
Speaking pace
Language Choice
300
These are 3 things you should do when closing a call
What is
*Re-Cap
*probe for additional service
*brand
*Note account
300
These are our values
What is Do the Right Thing and Excellence
400
This component of LEAD shows that you understand where the customer is coming from and understand their emotional connection.
What is Empathy
400
This person is notated on the account in ProphIT as someone who has the same access as the primary except they can not: close the account, redeem the rewards or add other people with their same title.
What is Account Manager
400
These are beverages phone agents should avoid to help their voice.
What is Milk and caffeine
400
"May I place you on hold for a moment" is an example of this
What is How you should not ask for permission to hold
400
There are the top three Loyalty Call types.
What is Redeem, Education, Rewards Education
500
These are some of the components of Listen
What is Hear and Understand what the customer needs
Ask clarifying questions
Do no speak over the customer
Restate what the customer says
500
This person can access the account, but they can not make changes. They do not have charging privileges.
What is Ok to Speak With
500
Remit, Fluff and CLIP are examples of this
What is bank jargon
500
When returning a customer from hold we should do this
What is Thank them for holding.
500
Customers are more likely to share this experiance with their friends and family.