Who's Down with VOC?

1. What are the 4 main ways to implement appreciation?

a During epay, Reading Disclosure, Calendar, Closing

b Opening, Epay, Disclosures, Pay History

c Call open, pay history, card term, communication

d Epay, Calendar, card term, closing

2. What is Human Touch?

a Kyle's Idea of dark humor

b Customer Rapport

c Talking to CM about your feelings

d Not sounding robotic

3. When should you relate to the CM?

a Sometimes

b When you feel like it

c Barely!

d Always

4. What should a summary include?

a Information given, actions made to account, account details

b Epay information and payment details

c Late fee waiver and epay

d Wrapping up disclosures

5. When should you ask the Exceeding Expectations Question?

a Anytime except a Transfer

b On every non escalated call

c When you feel the cm is happy

d When you are happy