RCR
The link sent to cardmembers, but you know they wont use.
What is "Chat with us"?
What is "Replace Card"?
Application used to make offers.
What is CVP?
You can reduce CHT by asking these types of questions.
What is probing questions?
Building strong connections with customers is known as this.
What is deepen relationship/ human connection?
The iconic color associated with American Express
What is blue?
This skill helps us understand a card member's concern before jumping to a solution.
What is active listening?
Daily offer goal for August competition.
What is 15?
Reviewing an account before placing a cardmember on hold can help reduce this.
What is hold time?
What makes the cardmember feel heard.
What is acknowledge emotion?
The unofficial fuel source of the Customer Care team.
What is caffeine?
CMs are less likely to call back when CCPs do this before ending the call.
What is RECAP?
Let's us drink water when you get an accept.
What is ADR?
This behavior commonly causes information overload to the cardmember, increases CHT, and often causes cardmember confusion.
What is overexplaining?
This magically disappears when the issue is resolved.
What is negative VIBES?
This phrase is usually heard right before a customer explains a complicated situation.
What is "It's a simple question..."?
Teaches CM how to be independent.
What is driving digital?
Expected offer rate for Elite
What is 40%?
CHT team goal
380
The team you don't want to have to call with an irate CM.
What is second level?
What we ask Christina for at the end of every meeting.
What is an extension?
Tab in ISP you go to when a CM says "This is the fifth time in 2 days I have had to call you about...." before you say "hello"
What is Customer Interactions?
Expected offer rate for Ambassador
What is 35%?
If you get this call type... get comfortable.
What is MYCA reset?
CCPs do this to reduce dead air.
What is talking to yourself?
Steve Squeri's starting role with American Express
What is a Customer Care Professional?