Empathy 101
The cost for check/debit card payments made via SpeedPay by phone with an associate
What is $10.95?
A period of utter silence on the call, in which the customer expects to hear you talking to them.
What is Dead air?
The usage of this device is strongly prohibited in the training and production floor environment.
What is the cell-phone?
I will arrive ____ ______ for class each day.
What is on Time?
What day should all PTP’s be set once the payment is scheduled in SpeedPay?
What is the same day as the payment scheduled to post?
Things you must verify when processing Debit in speedpay
What is Debit Card number, CVV number, Expiration Date, and Name on the card/card holder?
Apart from identifying the company that you work for at the start of the call ________ must also be identified.
What is yourself?
When stepping away from you PC, do this to it.
What is Lock it?
I will ask ____________to the facilitator if I do not understand the concept.
What is questions?
True/False If an arrangement for a WU/MG is negotiated and confirmed, the PTP does not have to be set.
What is False?
True/False A customers account must be 5 days past due in order to set up AutoPay.
What is False, the customer must be current?
It is important to do this two -word action in your chair when speaking to the customer.
What is sit up?
I will be______________ of my colleagues, and listen when they speak and not speak at the same time.
What is Respectful?
True or False PTP's can be set for unsecured speedpay payments if customer is going to pay thru the Web or IVR
What is True?
What is once after the original arrangement is set?
Use courtesies throughout the call like:
What is please, thank you etc?
Which tab is used to locate any ancillary products purchased from the customer?
What is the Contract Tab?
My Training Starts officially on this date.
What is 12/17/2018?
When setting promises for secured SpeedPay ACH payments, what are the day ranges for each corresponding DPD?
What is 0-15 days if 1-39 DPD 0-10 days if 40-49 DPD 0-7 days if 50+ DPD?
The minimum length of an account number in Speedpay
What is 7 digits?
The Tabs where you can find the Color of the Vehicle.
What is the General Tab and Vehicle Tab?