Who's Down with VOC?

1. What are the 4 main ways to implement appreciation?
   • During epay, Reading Disclosure, Calendar, Closing
   • Opening, Epay, Disclosures, Pay History
   • Call open, pay history, card term, communication
   • Epay, Calendar, card term, closing
2. What is Human Touch?
   • Kyle's Idea of dark humor
   • Customer Rapport
   • Talking to CM about your feelings
   • Not sounding robotic
3. When should you relate to the CM?
   • Sometimes
   • When you feel like it
   • Barely!
   • Always
4. What should a summary include?
   • Information given, actions made to account, account details
   • Epay information and payment details
   • Late fee waiver and epay
   • Wrapping up disclosures
5. When should you ask the Exceeding Expectations Question?
   • Anytime except a Transfer
   • On every non escalated call
   • When you feel the cm is happy
   • When you are happy

• Creato 14/11/2022
• Pubblicato 15/11/2022
• Modificato 14/11/2022
• Difficoltà Facile
• Domande 5
• Tema Azienda

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