| Demos | Etiquette | Follow Ups | Comment | Miscellaneous |
|---|---|---|---|---|
|
When nothing has changed
When would you use the phrase VERIFIED DEMOS?
|
Name 3 things that exemplify good phone etiquette with customers (general, no right answer!)
|
Every day before you leave
How often should follow ups be completed?
|
ALWAYS
When should you make a comment on an account?
|
On the right side in the holder
Where does the ice scoop go?
|
|
Address, phone, email, employment
What are the 4 demos to update?
|
Name, who they are here for and why, introduce ourselves, offer drink, put in room.
How do we make visitors feel welcome when they come to the office and what info should we get from them?
|
Dashboard, or follow up report
Where can you find past due follow ups?
|
True, follow ups should not be added to notes
True or False, do we add all comments to notes?
|
Close the doors
We are a financial institution, what thing do we do several times a day to make sure our information is secure?
|
|
UPDATED DEMOS (whatever changed)
If something changed on account, what type of comment would you make?
|
Expert
What specific word is good to use when transferring a customer to another department and how would you use it?
|
What are 3 negative outcomes from not checking our follow ups? Name one per department
|
Called in/out, who, summary, resolution.
What are the 4 ingredients that make up a delicious comment?
|
Open ended question, not yes or no.
How should the POE question be phrased when updating demos?
|
|
Name and address-delete all other info
If employer changed, what do you update in “employment information”?
|
Name, company/customer, who or what they are calling about, reference number
What info should you get before placing someone on hold?
|
Talk to the person it is set for!
What should you do if you see a past due follow up on an account?
|
Specific medical information, negative or unprofessional comments, debit card or bank info
What information should not be shared in a saved comment?
|
Anyone 30+ days past due, pending legal, legal, skip trace
When should demos be updated?
|
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