Show:
Never & Alway
I will give you the Never, you give me the Always
Head Heart Hero
I will tell you a behavior and you tell me the Pillar
RXM
I will tell you the steps and you tell me the "C"
Behavior Scores
I will give you a scenario, you tell me which Behavior it is
100

Say No

Offer what you CAN do

100

Be curious and ask questions

Head

100

Be curious, ask questions and actively listen

Pre-Cap the situation and what the client can expect to happen on the call and after

Clarify

100

Thank you for being a loyal Key Client! (at the beginning and end of the call)

Acknowledge Loyalty

200

Cold Transfer

Warm Transfer


200

Inspire the client by educating them

Head

200

Recap and set clear expectations on next steps

Notate the account

While you still have me, what else can I do for you today?

Conclude

200

Having a hold placed on your deposit can be very frustrating

Be Empathetic

300

Assume

Be curious...Ask Questions

300

Show you care with empathy statements

Heart

300

Have an enthusiastic greeting 

Have a smile in your voice

Authenticate the client

Demonstrate Ownership through Empathy and willingness to help

Connect

300

I will be happy to help you with this!


Demonstrate Ownership

400

Fail to acknowledge

Greet enthusiasticly

400

Connect with the client by building rapport

Heart

400

When I follow the 4 C's I deliver world class client experience and can increase the likelihood of these

Green Surveys

400

Help customers understand what’s happening, what’s next, and when, using clear, forward‑looking language.

Set Expectations

500

Be an order taker

Focus on a solution


500

Be Relentless in finding a solution

Hero

500

Resolve the issue

Promote self service by mentioning how the client may be able to resolve next time themselves in the app.

Call the branch yourself

Warm Tranfer when needed

Confirm

500

I can show you how to make your bill payment in Key.com or the mobile app

Promote self service