RCR
This term describes a customer who frequently contacts AMEX multiple times for the same issue.
Repeat Caller
This performance indicator can be negatively impacted by repeat calls and measures the time it take to resolve the customer's issue
CHT
This practice involves greeting the customer warmly and using their name to make the interaction feel more personalized
Open with Connection.
This customer service metric tracks the likelihood of customers recommending a company based on their experience.
Refer/Recommend to a Friend or RTF.
This fruit, despite its name is technically a berry, while a strawberry is not.
Banana
When dealing with a repeat caller, CCP's are often advised to first do this, ensuring all previous concerns are understood?
Review account notes, call history
Customers often judge service quality based on this, which is the time it takes for their issue to be resolved from start to finish.
Call Handling Time
This type of Amex survey is sent to a customer after a call to measure customer satisfaction
OSAT
This term refers to a survey sent by AMEX after a call to measure a customer's satisfaction.
OSAT
This Color is synonymous with American Express' most prestigious charge card.
Black
This term describes a caller who repeatedly expresses frustration or anger towards American Express and uses profane language toward the company or attacks company policy about the handling of their account
Irate/Profane Caller
This term refers to reducing call handling time by using a script that guides CCP's through efficient and effective conversations.
Call Flow.
CCP's often deliver great service by exceeding expectations through these small thoughtful gestures that surprise and delight customers.
WOW Moments
This critical step in customer service involves understanding and addressing the root of a customer's concern not just the surface.
Understanding the customer's true need.
This Catchy American Express Slogan was first introduced in 1975
"Don't leave home without it"
To prevent repeat calls this approach focuses on resolving customer issues in a single interaction.
First contact resolution.
This factor can increase call handling time.
Unproductive time (ACW and/or Hold Time)
This term/approach involves actively confirming the caller's understanding of the solution provided before ending the call to avoid future callbacks.
This type of communication involves clear, concise and respectful interactions and is the cornerstone of excellent customer service.
Effective Communication.
In 1958 American Express launched its first charge card which was made out of this material
Paper
Effective communication with repeat callers often involves this technique, which acknowledges their frustration before offering a solution,
Empathy and/or active listening.
This term is used with effective call handling where CCP's ask targeted questions.
This term refers to providing excellent customer service including offering extra assistance, even when its outside the typical scope of the service.
Going Above and Beyond.
What are customer's able to send shortly after you service their call
Customer Compliments.
This musical term refers to the speed or pace of a given piece of music
Tempo