Podcast
Questions and Answers
What should be done if a customer fails an extra question during a Green flagged call back?
What should be done if a customer fails an extra question during a Green flagged call back?
How should one handle a poor phone line that does not match the number on file?
How should one handle a poor phone line that does not match the number on file?
What should be avoided when identifying customers through the voice channel?
What should be avoided when identifying customers through the voice channel?
What should be done if a general enquiry becomes about secure transaction or information?
What should be done if a general enquiry becomes about secure transaction or information?
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What should be done if frequent calls suddenly show on a profile with no history of this?
What should be done if frequent calls suddenly show on a profile with no history of this?
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What should be done if a customer is only asking for general (unsecured) information?
What should be done if a customer is only asking for general (unsecured) information?
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What is the correct action if a poor phone line is detected, especially if the phone number showing does not match the one on file?
What is the correct action if a poor phone line is detected, especially if the phone number showing does not match the one on file?
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What should be avoided when identifying customers through the voice channel?
What should be avoided when identifying customers through the voice channel?
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When should all customers who ask for information about their accounts or personal details be identified?
When should all customers who ask for information about their accounts or personal details be identified?
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What should be done if frequent calls suddenly show on a profile with no history of this?
What should be done if frequent calls suddenly show on a profile with no history of this?
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Study Notes
Handling Customer Calls
- If a customer fails an extra question during a Green flagged call back, specific actions should be taken.
- If the phone line does not match the number on file, verify the caller's identity and update the phone number on file if necessary.
Identifying Customers
- Avoid leading questions, giving hints, or providing options when identifying customers through the voice channel.
- All customers who ask for information about their accounts or personal details should be identified.
Handling Secure Information
- If a general enquiry becomes about secure transaction or information, follow secure protocols to handle the request.
- Do not provide secure information to unverified customers.
Handling Frequent Calls
- If frequent calls suddenly show on a profile with no history of this, investigate the reason and follow security protocols.
Providing Information
- If a customer is only asking for general (unsecured) information, provide the information without requiring identification.
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Description
Test your knowledge of customer identification through the voice channel with this quiz. Ensure you can accurately recall a customer's full legal name without spelling it out, identify any alerts or warning codes on their profile, and understand the signing rules applicable to each customer. This quiz will help you sharpen your skills in identifying customers through the voice channel.
