Support
Giving the customer the best answer to their question.
What is Effective Resolution?
Responding to all statements made by the customer in supporting and sincere ways.
What is Acknowledgement?
Time during the call when the customer is not made aware of what tasks are being done and nothing is said on both sides.
What is Dead Air?
Correctly creating a case or adding case notes to a case that already exists.
What is Call Documentation?
"I can definitely help with this!"
What is Acknowledgement?
Using everything Ford has to offer to find the best possible resolution for the customer.
What is Effective Use of Resources?
Avoiding any phrasing that would confuse the customer or cause them to not understand the information being provided.
Communication/Word Choice
What is Verification?
Including the inquiry from the customer, the resolution Ford provided, and any information like VIN(s), FIN(s), and other scenario details that led to that answer.
What is Case Notes Documentation?
"Great," "Thanks," "I appreciate it," and "Please."
What is Tone and Professionalism?
Providing all assistance Ford has to offer to the customer.
What is Customer Advocacy?
What is Use of Customer's Name?
What is the longest the customer should be on hold?
What is two minutes?
Waiting for a Ford resource to load, an SBA/SME to respond to an IM, or if the case needs to be escalated.
When can you Document during a hold?
"Is there anything else I can help with today?, "Thanks for calling FCIC!," or "There's a brief survey after the call based off my performance today."
What is Closing?
Giving the customer everything relevant to the call to avoid making them call back and ask for more details.
What is Education?
What is Tone and Professionalism?
Telling the customer why the hold is happening, asking the customer to hold, confirming your presence within the allotted time, and thanking the customer for the hold.
What is the TACT process?
Where to put the VIN if it cannot be added to the case.
What is 'in the notes'?
What is TACT?
Making the customer feel like all parts of Ford are working together to find the best possible resolution.
What is Ford Advocacy?
Paying attention to everything the customer says during the call.
What is Active Listening?
Creating the case, adding classifications, delegate information, etc. while providing the customer with the information and resolution they were seeking.
What is the "Talk and Type" method?
Customer's first and last name and best contact phone number.
What is the required information to add to the Delegate field of the case?
"I can definitely understand your frustration. Let me escalate this FIN application and see what we can do to help."
What is Empathy?