| MatritzCX | Technical Terms | CEM Training | The How To's | Our Brand |
|---|---|---|---|---|
|
What is 82% satisfaction with branch experience?
The Branch Banking goal for customer service, as measured in a percentage.
|
What are the three key service emotions - Appreciation, Respect and Trust.
The "ART" of Customer Experience.
|
4 Possible Correct Responses:
What is the "pre-process" wait time, or the time before a customer is helped? What is "unoccupied" wait time? What is "uncertain" wait time? What is "unexplained" wait time?
The part of the waiting process that feels longest to a customer.
|
What is show we recognize they have a choice in banks, and show them we are grateful they chose AB?
How we show a customer they are appreciated.
|
What is our Commitment to Customers in our Vision and Values?
Through our dedication to the customer experience and delivery of comprehensive, high-value products and services, we will build and maintain deep and lasting relationships.
|
|
What is a customer "verbatim?"
The actual words our customers offer us as either praise or constructive feedback.
|
What is the RED ZONE?
The place we try to keep our customers from going, or help them out of, for the best overall experience.
|
What is less than 50%? Banks and financial services are among the least trusted industries.
The percentage of consumers who trust banks.
|
What is ensure it is OCCUPIED, CERTAIN and EXPLAINED?
How we ensure a customer's wait time FEELS as short as possible (psychology of wait times.)
|
What is higher income/profitability, better brand recognition, referrals of friends and family, etc? (answers may vary)
Benefits to AB of delivering an even better customer experience than we do today.
|
|
What is _____%? (Variable by branch - have a leader look up to confirm.)
The overall branch score for MY branch currently in MatritzCX.
|
What is how people remember an experience? They remember the emotions at the interaction's peak, as well as how they were feeling when they ended the interaction.
The Peak-End Rule.
|
What is Acknowledge, Action and Apology?
The three A's to help a customer out of the Red Zone.
|
What is being honest, setting realistic expectations, and doing what we say we will do?
Three ways we build TRUST with our customers.
|
Who is Phil Flynn?
The person who said, "At the end of the day in a wold of the three giant retail banks taking a lot of market share across the country, we have to differentiate ourselves with our customer service offering. It's really our personal interaction with our customers that's going to differentiate ourselves."
|
|
What is being "genuinely interested" and "appearing knowledgeable?"
The two TELLER Key Attributes to drive overall customer service.
|
What are the Scales of Service?
The customer-perceived balance between people skills and technical skills.
|
What is intent versus impact? The gap between the two could create negative emotions.
The difference between what people say or do, and how they are perceived.
|
What is being polite, allowing them to feel in control, and respecting their time?
Three ways we show RESPECT for our customers.
|
What is "As an AB customer, your experience should be as pleasant as possible, and we are committed to meeting your needs?"
Our Customer Promise.
|
|
What is an "acceptable" wait time while opening accounts?
The BANKER Key Attribute to drive overall customer experience.
|
What is Acknowledge, Action and Apology?
The three As Model to help customers out of the red zone.
|
What is what customers say, how they say it, how they look (facial expressions), body language, and what they do (gestures)?
The five areas of subconscious conversation.
|
What is 1. Explain what's next, 2. Check for Understanding, 3. Any other Questions, 4. Provide follow-up contact info, and 5. Friendly End?
The five-stage method to ending conversations with the highest level of service.
|
What is career growth potential, better scorecard/increased pay, pride in my work, etc? (answers may vary)
Benefits to ME as a colleague of delivering an even better customer experience than we do today.
|
Support Us on Ko-fi