Phone Etiquette
The software system do we use to call clients
What is 8x8?
This is where can you find the all of the information needed to file a complaint
What is the Contract?
The amount of the reatiner fee when a client chooses the Attorney Route
What is $950?
One of the two title transfer companies we work with.
What is Global or YTS?
Monday-Friday
9am-6pm CST
What is our hours of operation?
Will also accept work hours
The correct way to answer a phone call
What is "Client Services this is_____" ?
This filing has a character limit of 2000
What is the Better Business Bureau?
True or False: It is okay to tell the client to start or stop making payments based on your own judgement.
False. You are not a financial advisor.
The two documents needed to go into AGS stage.
What is a contract and an LOX?
True or False: All time off request must be approved by Josie at least 72 hours in advance.
False. It is 2 weeks.
True or False: You should always give out your extension with your work phone number.
False. Extenstions are for internal use only.
This is the agency we file with the most
What is the Florida Attorney General?
Leave Timeshare clients transition from the "Internal Process" to the "Attorney Route" after
What is 6-8 months with no resolution?
This legal right allows a timeshare buyer to cancel their contract within a specified period after signing.
What is the right of rescission?
Ripped Jeans, crop tops, flip flops, shorts
What are some banned items in the dress code?
How should you transfer a client call to another representative: through a warm transfer or a cold transfer? DAILY DOUBLE
What is a Warm transfer?
This is the Attorney General for properties in Mexico
What is PROFECO?
$24.99/PP
What is the cost of US Credit Bureau?
The maximum number of days to set a task out
What is 7 days?
Will also accept 14 days.
This refers to the specific location where you should be when clocking in.
What is at your desk?
If a client appears to be upset, what should you do? Choose one from the following:
1. Transfer the call to Josie
2. Listen actively and acknowledge their feelings.
3. Hang up immediately to avoid confrontation.
4. Tell them to calm down and explain why they are wrong.
2. Listen actively and acknowledge their feelings.
This is considered the initial complaint
What is Sending the LOX to the developer?
There are two main analysts that send clients the "Attorney Route". One is Richard David, the other is
What is Michael Ritchell?
This is an option where a timeshare owner voluntarily transfers the deed back to the resort to avoid foreclosure
What is a deed in lieu of foreclosure?
The amount of points that will lead to termination.
What is four?