OSAT
What are the three main things that we get graded for on the customer experience survey?
greeted, use of name, & thanked :)
What tool on teller express/customer assist helps us start meaningful conversations with our clients?
Gold boxes
Why is it important to give great customer service to non-chase clients even though they may not receive a customer experience survey?
They may become future Chase clients if they feel we gave them our best customer service!
How does Branch Queue help improve OSAT?
Helps us take a minute to make the best decision to help our client without looking frazzled or confused if were not sure how to help them.
A client comes in for an appointment but the appointment was made with a banker at a different branch. What should we tell the client?
Let them know that they did make the appointment at a different branch but we would love to assist them here at our branch.