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High Value Servicing Overview Dec 2010

High Value Servicing Overview Dec 2010. The High Value Servicing program was established to provide world class service to our highest value customers. High Spend. Multi Product. Customers whose issues are transaction-based Customers with expectations for superior service.

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High Value Servicing Overview Dec 2010

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  1. High Value Servicing OverviewDec 2010

  2. The High Value Servicing program was established to provide world class service to our highest value customers High Spend Multi Product • Customers whose issues are transaction-based • Customers with expectations for superior service • Meet servicing needs of customers with multiple relationships Customer & Agent Advocacy Team • Centrally manage the decisioning and fulfillment of policy exceptions • Service escalated calls • Provide a “help desk” function for HVS agents

  3. High Value Servicing Customer Promises Foundational Your product will work We will be available when & where you need us We will resolve your concerns quickly & accurately Raise the Bar We will own your problem from identification to resolution and will keep you informed every step of the way We are your advocate We understand who you are and what you need We assume positive intent & forgive you when you make mistakes We won’t trick or trap you We offer state-of-the-art and easy-to-use self service Our customer promises guide the design of our High Value Servicing experience

  4. To achieve our customer promises, we leverage the best people, differentiated policies, and better process Customer Experience Levers People Policy Process • Get the right call to the right agent • Create a “one and done” culture • Ensure fair, flexible policies that are easy for agents to explain • Design policies that meet the specific needs of HVS • Develop robust processes that are efficient, effective, and repeatable • Enable the “one and done” culture Goal • Internal queue for language skills, culture, & customer focus • High-performing agents with deep customer service experience • Instilled “Treat every call like it’s your only call” culture • Agents’ goal is to “Satisfy the customer, not just get them off the phone” • Express card replacement free of charge • Three-way conference calls to solve merchant issues • Focus on total customer effort, not just average handle time of first call • Using outbound to follow-up with the customer • Additional tools and expanded systems access for agents Actual Examples

  5. 2010 ICMI Global Call Center of the Year 2010 JD Power Certified Call Center The High Value Servicing team recently won the ICMI Global Call Center of the Year award and JD Power certification

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