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Mention 4 best methods to handle an angry customer:

• Active Listen, Take it personally, with No Empathy, and ask to call back

• Stay Calm, Empathy, Active Listening and Find a Solution   

• Stay Calm, Active Listening and ask to call back

• Active Listening, Empathy, Finding a Solution, and Asking to call back

What are the best practices for active listening? (select all applicable)

• Ask the customer to repeat

• Focus on Keywords

• Build rapport

• Do not talk over the customer

• Don't build rapport

When the double line increase applies?

• Automatically, when the customer makes 6 payments on time

• Automatically, after the first 6 months

• Automatically, after the first 6 monthly billing cycles with on-time payments

• Automatically, after the customer made 6 accumulative payments on time.

Is it mandatory to ask for full SSN when we applying for a CLI

• True

• False

The 2ndary card holder can call and request a CLI

• True

• False

When a customer has broken the CC in pieces and thrown the pieces away. What would you do?

• We can Order New Plastic

• We transfer to L&S

• We open a Workcase

• Ask for TL to have it replace.

If a customer feels the information of the Credit card is compromised. What do we need to do?

• Order a new Plastic

• We Transfer to L&S

• We open a Workcase

If the customer explains, the plastic is bent or unusable or CH can not read/see numbers on the card. What would be the next step?

• Order a new Plastic

• We open a Workcase

• We can not send a card

• Customer has to wait till card expired for a replacement.

Ch explained the CC was never received. When we confirm the address customer said the address is incorrect. What would you do?

• Transfer to L&S

• Change the address and then Transfer to L/S

• Ask for POA

• Open a WC and explain the situation

When the customer recognized transactions but wants to dispute them. What would be the next step?

• Confirm transactions, Ask if the customer contacted the Merchant (Yes), and Transfer to Escalation Dep

• Confirm transactions, Not necessary to contact Merchant and Transfer to L&S

• Confirm transactions, Ask if the customer contacted the Merchant (Yes), and Transfer L&S

• Confirm transactions, Not necessary to contact Merchant and Transfer to Escalation Dep