Customer Experience
Be Courteous
Make It Easy
Focus on the Customer
Own It
What are Customer Experience Core Principles?
Authenticating a customer at the teller line
What is CHIP/PIN?
You must sign on 3 times to 53.com, or 3 times to 5/3 mobile app
How do we activate digital banking for new customers?
Customer's will receive a discount of 0.25%
What is the Auto billpay discount?
We open every sales conversation
What is a PBC?
There are 3 customers waiting in line for a CSR
When do we do lobby leadership?
Requires two individuals from beginning to end
What is dual control?
0% introductory offer on purchases for 15 billing cycles
What is the 1% Cash/Back Card?
Establishes credibility for the banker, bank, or One Bank Partner
What is a Capability Statement?
Welcome to Fifth Third, my name is Sally.
How do we greet customers?
Items found in the branch are logged and securely stored
What is the Managers' Safekeeping Vault?
CDs, MyAdvance, Credit Card, Mortgage, Loans
What are other solutions?
If the prime interest rate changes, the rate changes too.
What is a variable interest rate?
In Consultative Sales conversations, before I provide..
What is confirming?
The CX Recognition Program and CXellence On the Spot Award
How can we celebrate our success?
John's end of day balance was over by $200
What is an out of balance audit?
The goal is 45% activation
What is our Direct Deposit Goal?
Must have a 1st lien already
What is a HELOAN?
Should be captured in every CSS conversation
What are current needs or future goals?
What is Surprise & Delight?
Same day transactions, recent ID change, no check writing activity
What do we look for in CSI?
The goal is 91%
What is our new Retention goal?
Annual Percentage Rate
How do we quote a rate?
CEQCP
What are the steps of Consultative Sales?