Phrases
What is a phrase you would use if a customer stated, "I'm calling because my debit card isn't working?
What is, I completely understand how frustrating this may be
What should you say to your customer immediately after obtaining their name?
What is "Thank you"?
This is what you provide to your customer right before the LEI survey?
What is a recap?
What is an SMS relay-Digital Appointment?
This is what I end every call with
What is an LEI survey?
This is what we say before we provide the LEI survey
Have I resolved all of your concerns today?
These are pleasantries we add to the Warm Greeting
What is Good Afternoon and Good Morning?
This is what we add after the customer states their reason for calling
What is an Empathy statement?
This type of call is unusually good and much better than average or mediocre?
What is Exceptional?
This is what we provide to customers on every call to make things easier the next time?
What are solutions?
This is what we ask when we need more information from the customer
What are asking probing questions?
This is what we say when we have to place a customer on hold
Do you mind if I place you on a brief hold?
These are components of a great LEI closing
This is a relay I can send when I review Overdraft fees with a customer?
What is Overdraft selector?
These are the elements of our Team Call Flow Sheet
What is a warm greeting, Make it Personal, Empathy, Take ownership of the call, Offer solutions, recap, and LEI survey?
What is adding extra Empathy?
This is what I say after obtaining the customers name
What is Thank you?
Willingness to assist sounds like this
What is I'll be more than happy to take a look into XYZ?
This is a relay I can send to explain our checking accounts?
This is the response when a customer calls to get their account balance
What is I completely understand how confusing this may be?
This sweetens up any call
What are pleasantries?
This is what I say after the warm greeting
What is how are you doing?
This should always be included in your Warm Greeting
What is TD , and your name?
This is what we send to customers that inquiry about when funds would be available in their account?
What is Funds Availability?
This is what you do when the customer says, John told me that.
What is take ownership?