A 51 Jeopardy Template

Call Opening/Three Part Acknowledge	TIWAB	Appreciate/Validate and Advocate/Take Action	Bonus - Linkd and HERO
100 Power word and Action Statement The statement "I appreciate you bringing your website issue to our attention and I know that can become frustrating. How long has it not been working?" is missing what?	100 Tie it with a bow The acronym TIWAB stands for	100 Appreciate/Validate Showing empathy, caring about the customer or their situation, and thanking the customer are all examples of	100 Helpful Engaged Resourceful Ownership HERO stands for
200 Power word, restate issue, and action statement Three parts of a three-part acknowledgement	200 The set up The first part of TIWAB is	200 Advocate and Take Action Proactively offering other options or information would be considered which category; appreciate/validate or advocate and take action	200 Energetic The 'E' in HERO used to stand for
300 To prevent from going into fix it mode and verify we are understanding customers needs/concerns Purpose of the three-part acknowledgement	300 False Discover is branded during the call, saying "us" during your TIWAB is acceptable True or False	300 True The 2nd and 3rd step of the Recipe are interchangeable True or False	300 TD BANK USA, NA, FIRST NATIONAL BANK OF GRIFFIN, UMPQUA BANK, CITY NATIONAL BANK, CHOICE FINANCIAL GROUP, LINCOLN SAVINGS BANK, NBKC BANK, SUTTON BANK, METABANK, THE BANCORP BANK STRIDE BANK, NA AXOS BANK ALASKA USA FCU An external bank that can not be added for 180 days for new customers
400 Probing/Purposeful Questions After the three-part acknowledgement, this piece can be added in for clarification	400 Expressing a sincere appreciation for the customer's business The goal of TIWAB is	400 Appreciate customer's effort Validate customer's emotions Actively listen and ask questions to move the call along Focus on what we CAN do for the customer To prevent losing call control and having the call take a negative turn and keep it moving in a positive direction	400 False A customer with 2 OSA, 1 CD, and 1 CBD account can have SSO de-linked True or False
500 EXAMPLE: Of course and thank you for bringing your experience to our attention. I apologize that your experience so far with the transfer process hasn't been ideal because we always want you to have a positive experience with Discover, but let me transfer you to my supervisor. New customer calls in upset with first experiences with Discover because of issue with ACH transfers and asks for a supervisor. An appropriate Three-Part Acknowledgement	500 Ask if there is anything else you can assist the customer with and TIWAB If the customer continues to asks questions after you have wrapped up the call, how can you ensure you have fully addressed the customer's need? And what comes after you have?	500 Did you proactively offer any options or information that could help your caller now or in the future?(i.e. Prevent Future Issues) This "check yourself step" is located between steps 3 and 4 of the recipe	500 SINC When completing an HSU with no documents, you type this in the Menu section of Finacle

The Recipe

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