General knowledge
This continent is a country?
Australia mate!
What does VIBES stand for?
Valuing Interactions by Evaluating Satisfaction.
Warm welcome
Acknowledge emotion
Human connection
Who is our servicing director?
Name the name of the 4 Lead CCPs
Rex, Portillo, Nani and Gerry
206!
Some people can have up to 240!
What metric does VIBES is replacing?
OSAT
What is the behavior that matches this description "What will you say to take control and create trust?"
Take ownership
What is our card's symbol?
Roman
What is the name if this sessions on which we are taking a look into call and analizyng the behaviors of VIBES?
Aaccelerate my success
Before becoming a popular condiment this dressing was used for indigestion.
Ketchup
A positive is a score that provided a high likehood of Poor and a low likelihood of an Excellent. True or false?
False!
The model provides a high likelihood of Excellent and a low likelihood of Poor.
Describe what it is deepen membership?
Recognize AMEX membership
Transition to offer. Such as sending a DOC
What's was the color of our first card?
Purple!
Name the 6 TLs that assist servicing?
Collyn, Armando, Kim, Oscar, Angio, Di
What country has the most time zones?
France
Crosstalk and Nontalk
Names what metrics relate to the last pillar "Close with confidence"
VIBES
RCR
RTF
What was our first card symbol as a sign of security?
We have a TL that has more than 40 years with AMEX! True or false?
Which planet rotates clockwise?
Venus
Based on the score 0.5 from the sum of the Qs of VIBES, this interaction is a positive. True or false
False!
A positive interaction is considered >0.6!
1. Open with connection. Warm welcome, acknowledge emotion, human connection
2. Commit to solve. Take ownership and discover solutions
3. Deepen membership - Recognize and promote membership and Share a relevant offer or message
4. Close with confidence - Show care and appreciation and Recap action
In 2022, we launched a card partially made from what object?
An airplane!
Who's birthday is on Wednesday?
Angio!