POINTS TO REMEMBER

• SMILE, SMILE, SMILE
• Treat each customer as if they are the most important customer.
• Listen without interruption
• Keep reference material readily available
• Apologize for errors or delays
• Don't let frustrations show through your tone of voice
• Keep mission statement handy and review daily

Display the JP Morgan Chase Values with each call

Interactive Calling Scenarios

Below are a few examples of some of the comments/questions that we hear from customers.   How would you respond to give them superior service from the heart!

1. I have been holding for 30 minutes, why doesn't Chase hire more people to answer the phone?
2. You have made repeated mistakes on my loan, what do I need to do to get you to sell my loan?
3. You are not listening, is there anyone there that can help me?
4. Every time I call, your system is down.   I want to speak to your supervisor!
5. Your recording states, “The Right Relationship is Everything”, why can't you call me back?
6. If a customer immediately requests to speak to a supervisor, how would you respond?
7. If a customer feels the turnaround time on an issue is unacceptable, what would you say to the customer?
8. How would you respond to a customer that continually uses profanity

There are four simple things you can do to build strong relationships with your customers and show them you care about their patronage

1.    Step 1

One of the best ways to send a message to your customers that they are important to you is to simply ACKNOWLEDGE them. Another way to acknowledge the customer is to respond appropriately to their comments and inquiries. Acknowledge what people say. Never ignore a customer’s comment. If they say it, they want you to hear it. So acknowledge every comment from a customer. Some comments call for a quick response, such as when a person mentions a new home, a grandchild, or an upcoming vacation. You can quickly acknowledge the comment with a response such as:

• Great!
• That’s terrific.
• Congratulations.
• That’s great news.
• How exciting.
• You must be thrilled.
• You deserve a vacation.

2.    Step 2

You also need to show APPRECIATION. You can show appreciation to the customer during almost any interaction. At a minimum you should include a statement of appreciation at the end of a transaction. For example you might say:

• Thanks for calling. I enjoyed talking to you.
• Thanks for staying with us. Come see us again soon.
• Thanks for being so patient and understanding.
• I appreciate your willingness to work with me on this.
• It’s been wonderful seeing you again.

3.    Step 3

AFFIRMATION statements also go a long way when dealing with customers. Affirmations are positive statements you make that compliment others. Compliments are easy to make. Be sure you are sincere and really mean it. Don’t invent compliments, but look for the good in others. Find things to praise, such as:


• Excellent choice, sir.
• You look cheerful this morning, Madam.
• That was an amazing accomplishment.

4.    Step 4

Finally, whenever a customer has a need or concern, he or she wants ASSURANCE that you will take personal responsibility to resolve the problem. After acknowledging the customer’s concern and expressing appreciation that the issue was brought to your attention, make a confidence building statement that assures the customer you will handle the situation.

• I’ll take care of that for you personally, sir.
• I will make sure it is in your room when you arrive.
• My name is Maria. I will call you back in a few minutes with an answer.
• I’ll do it myself to make sure it gets done properly.
• I’ll check into it immediately and contact you as soon as I find out what is going on.
• Let me take it and get it fixed for you. It will be done when you get back.

Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates.

The Ten Commandments of Customer Service

1.   Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible.

2.   Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?

3.   Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

4.   Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.

5.   Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.

6.   Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.

7.   Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

8.   Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:

·         What can you give customers that is totally unexpected?

•       When you answer the phone, speak clearly AND WITH ENTHUSIASM.  While we have certain requirements in our answering, you should speak in a conversational manner, just as you would when speaking to a friend.

•       Don’t sound robotic.

•       Don’t rush it. Take the time to clearly pronounce your name and the name of our company. Make sure your voice is loud enough to be heard.

•       When you say “Welcome to Chase”, the customer should indeed feel welcome.

•       You should find opportunities to laugh with and to enjoy your customers. This will make your job much easier and your customer is more likely to remember you in a positive way when surveyed. 

•       People like to do business with people they like and human nature is not likely to change.  While technology may play a factor, the real decision as to which company a customer decides to use often comes down to whether they like the people in the company. Even with the ability to access accounts using technology, people like to talk to people. This gives us a great opportunity to service and retain our customers.

•       When a caller contacts us, the voice the person hears will set the tone for future interactions. By being friendly and professional, you’ve given a positive impression for everyone at your workplace. Never under estimate the advantages of being friendly.

•         Our customers may not notice if you do not perform to perfection, but they always notice your attitude.

•          You should quickly establish a  rapport with the customer. One fast and effective way to do this is to use the customer’s name. Ask the customer, if appropriate,  “How are you today?” In many  instances, we need to show empathy early  in the call. These are very simple actions we can take, but we quite often do not take advantage of these opportunities.

•          Be being friendly and establishing a rapport, we are setting the stage to convert our service to a sales opportunity. The sales opportunity cannot come just at the end of the call. You must set the stage for it  from the moment you answer the call.

•         In order to provide World Class service, we must be experts in our field. By knowing our product, you can confidently assure our customers that YOU will be able to resolve any issues he/she has.

•         You should not indicate that “they” can resolve the issue. YOU can resolve the issue. Also, you can tell them when to expect it to be resolved and you can give them a confirmation number in many instances.

            Also, you can give your customers options that may fit their situation. Perhaps they have just not thought of setting up an automated draft or paying online.

            Most of the expertise for performing your job can be found in the Job Aid. By constantly keeping abreast of changes, you can enjoy the confidence of being an EXPERT.

Good listening skills are crucial to having

good telephone sills.  Because you cannot

see the person you speak to, there are no

physical clues, such as body language and

eye contact, to help you focus your attention

and listen effectively.  You must rely solely

on your ears to gather information.  Good

telephone skills begin with listening, but

listening involves a great deal more than just

hearing.  It involves: 

Ø  Understanding

Ø  Assimilation

Ø  Giving feedback

Listening Tip:

Don’t say, “ Can I put you on hold?” and then do so, without waiting to hear the answer.  At the same time, repeat pertinent information back to the caller to avoid confusion.

Positively Outrageous Service is service you can’t wait to tell.  Everyone has a tale about a favorite restaurant, airline, or retail shop.  In these stories lie secrets of Positively Outrageous Customer Service!

To Provide POS you should ensure you do the following:

Ø  Put energy into it!  If you sound tired and bored on the phone, the caller will consider you unprofessional and rude.  If you find yourself losing focus, stand up a while when speaking on the phone.  It will help you breathe and gain some energy and focus.

Ø  Keep the caller informed! If you have to check on something, tell the caller about how long it will take.  Saying “it will take just a second” isn’t accurate – tell the caller it will take a few minutes and ask if he or she wants to hold.  Most people will be patient longer if they have a timeframe.  Don’t put anyone on hold indefinitely – keep checking back periodically.

Ø  Volunteer Your Knowledge/Expertise! Callers feel less frustrated if they think you are genuinely interested in helping them.  Assert yourself and ask callers if there’s anything you can help them with.  Often times, callers volunteer information if you volunteer action.