Huddle Jeopardy

LEI

100

Cx states they are FRUSTRATED and going to close their account. What next steps should we take?

Log call as a complaint and apply the H.E.A.T. Model to de-escalate cx.

200

Cx calls in with card blocked. How can we provide LEGENDARY cx service?

- EMPATHY!

- Advise why it happened/check text messages/educate

- Unblock/stay on the phone with the cx until transaction is complete

300

Cx states the branch told them one thing and we have to send them right back. How can we ensure this is a better experience for the customer?

- EMPATHY!

- Probe and see why they weren't able to be assisted in the branch.

- Send a relay to set up an appt or reach out to the branch to ensure this is a process they can help with.

400

Cx is angry with the wait time and IVR. What are some options for them?

Empathyyyy!! Remind them to call in through the app, enroll in Voiceprint to avoid authentication. Find the problem and offer self-service options as well

500

Give us a FUN call closing to ensure your cx remembers the survey!

AWESOMEEEE!

Compliance

100

Cx's friend gives them their phone number and code in the background. What is our next step?

Refer the customer to branch.

200

This is the button to press to update a customer's address.

Contact Info Update! *NEW process - unless an error message is given to go to Maint. Express!*

300

During ID Proofing, the cx interrupts and answers the question. How do we handle this?

Set the expectation - "I have 3 questions and 4 options each to read to you. I'm required to read the question and all choices, then you can answer."

Continue reading the answer choices and have customer choose.

400

After we read a disclosure, the cx responded by saying "go ahead." What's our next move?

"May I take that as a Yes?"

If it's ANYTHING other than a yes, ask for clarification.

500

Cx calls in for their child to unlock their debit card. Can we proceed?

Yes - 

• Caller must be the cardholder. SBB cardholders must be authorized signers. For accounts with minors, the caller must be the authorized signer. 

Just For Fun

100

What is the fastest land animal?

Cheetah

200

Which rapper just released the '90's sitcom-inspired music video for "Denial is a river"?

Doechii!!

300

Who collaborated on the hit song, "APT"?

Bruno Mars and ROSE

400

Beyonce released her first solo single in what year?

2003 - Dangerously In Love.

500

What's the name of the town where the series "Stranger Things" takes place?

Hawkins