I can't get no satisfaction
Vanguard's phone survey designed to measure the overall client satisfaction as well as the client's sentiment around ease, effectiveness, and emotion following a particular interaction with Vanguard.
What is CSAT?
The 6 critical skills
What is presence, relating, questioning, listening, positioning and checking?
Tone and professionalism set the stage for a successful interaction
What is opening moment?
Confirm you understand the client's request by ____
What is summarizing the issue?
True or False: We should always lead with digital pathways
What is true?
For CSAT, ______ are sent 2 days after the original invitation.
What are reminder emails?
Actively understanding content and emotional messages
What is listening?
Send introduction or next step emails/DCC
What is after call?
True or False: You should take SPOC on all elevated calls
What is false?
______ and ______ are scored in a Quality Client Interaction Evaluation
What is call structure and the six critical skills?
The website crew can view their CSAT scores.
What is medallia?
The ability to present compelling information
What is positioning?
Convey a clear understanding of the situation back to the client and set an agenda for the call
What is moment of discovery?
Set ____ and next steps for clients
What is clear expectations?
____ is not required but preferred and helpful in a SPOC situation
What is voicemail consent?
Satisfaction, Ease, Effectiveness and Emotion
What are the overall key drivers?
The ability to project confidence, credibility, and conviction
What is presence?
Provide solutions tailored to the client
What is moment of delivery?
True or False: If you have spoken with the client and the call drops, you should call them back
What is true?
The scoring structure for the QCI Evalutation
What is 0, 5 or 10 points?
Providing me with accurate information, Communicating with plain language, delivering on time
What are crew key drivers?
Recognition of clients cues and capitalizing on them
What is listening?
Recap conversation and set clear expectations for next steps
What is closing moment?
Let the client know you will take ______
What is ownership of the issue?
____ completes the Quality Client Interaction Evaluation
Who is your leader?