Customer experience
How is Customer Service different from Customer Experience?
Customer service is only part of the overall experience. Service is a one-time interaction. Customer Experience is the customer’s overall perception over time. Good customer experience builds loyalty.
What can a customer do to manage their account on Marcus.com or using the Marcus app?
Answers may include: • Manage physical card • Reset PIN • Manage virtual card • Add, remove, and manage authorized users • Obtain monthly statements • Make payments • Set up AutoPay • View transaction details
what application houses all the customer information?
AUI
what are the required components of your greeting
greet the caller
provide your name
specify your role
disclose the call is recorded
offer to assist
for platinum card holders - thank the caller for being a loyal cx
What are the tools and widgets you have available during the conversation with the customer?
Conversation history; Consumer Info; predefined content
What is LAMA?
Listen Acknowledge Make a Statement Ask a Question
How many rewards points can I earn for each dollar I spend using my GM Rewards Card?
7 points for every dollar spent at GM and 4 points per dollar spent on other purchases
what application is used to validate customer PII?
what should you do before updating the PII
Lexis nexis
check RA follow the procedure and shoot message in symphony's without including the PII and wait for manager to confirm if PII change can happen or refer to deviations in RA.
we only provide service in (blank) if customer request a different language we should (blank)
english
contact the language line a connect a translator for the request language
In what order should you respond to conversations?
From top to bottom; conversations automatically sort with the most urgent on top
What are the different communications styles?
Direct
expressive
Analytical
Accommodating
How does a customer use the physical card to make a purchase?
What is the virtual card? How can a customer use the virtual card to make a purchase?
What is the digital card? How does a customer use the digital card to make a purchase?
Making a purchase in a store by physically swiping or tapping the card on a point of sale system device/ physical card reader
Shopping online by providing the virtual card number
Adding the GM card to a digital payment platform like ApplePay, Samsung Pay or Google Pay
what happens if you don't complete a task in appian?
it will lock the task to you preventing another specialist from creating a new task/or task for the cx
What are the guidelines when placing a customer on hold?
Ask permission •
Provide a time frame - no longer than two minutes •
Check in if hold is going to exceed two minutes •
Thank them for staying on hold
When is a chat immediately transferred to a manager?
When a customer needs to be transferred a third time during a single interaction
What are the differences between empathy and sympathy?
Empathy: Fuels connection; perspective, staying out of judgement; recognizing and communicating emotion; feeling and connecting with people
Sympathy: Acknowledges what the customer said, but doesn't really connect with what they they're going through; drives disconnection
what are the fours features and benefits of GM card?
Simplicity: simple application process •
Rewards: High rewards rates with no
annual fees • MasterCard Benefits •
Financial health: No impact on the applicant’s credit just to apply for any of the GM Rewards credit cards.
what systems do you use to get assistance and escalate a customer concern if needed?
Symphony
What are the differences between scripts and talking points?
Laws and regulations require us to convey certain information using scripts. Scripts are required to be read verbatim. •
Talking points aren’t intended to be read verbatim. Use them as guides to provide correct information.
How do you respond to a customer if they need to be transferred to a department that is closed?
Advise of the hours of operation, document, and close interaction
What are things you should do when interacting with customers?
What are things you shouldn't do while interacting with customers?
Ask questions politely, thank the customer when appropriate, read scripts, use holds if necessary, etc.
Interrupt them; use jargon, slang, or profanity; speak/message in languages other than English; hang up on customers, etc.
How do I use rewards?
Your rewards points can be redeemed for: • Purchasing or leasing new GM vehicles • Purchasing certified pre-owned GM vehicles
What are the different complaints what are they used for?
VOC- feed back nothing we can do
consumer complaint- requires a manager to call back and review or follow up
Escalated consumer complaint- involves the isms and lawyer
what are the third party verification requirements?
Verify the account holder information MUST BE THE ACCOUNT HOLDER
disclose they are recorded line
gain permission to speak to the other person
What are some things to consider when using predefined content?
• Use it as much as possible without sounding robotic or impersonal • If need to alter predefined content, be mindful the revisions don't change the meaning or intent of the original content • Check grammar, spelling, punctuation before hitting Send