Across
- 2. "While I have you on the phone, now that we've resolved your initial questions I saw that you have a few ______ here that we haven't been able to discuss. When was the last time we explored your goals and how we can assist?"
- 5. We partner with them to provide employee payroll for businesses, and it can cut down on check costs and timely management processes for our clients!
- 8. "While we're updating the signature card, have we discussed with you adding a beneficiary so that your family can resolve matters if something happens? It's called a _____ designation."
- 11. If all else fails, it never hurts to offer them a ________ review, so that we have a good idea of what their goals are and how we can assist.
- 13. This card management tool is available for business and consumers and can help prevent fraud when a card is...misplaced for a while.
- 14. Sometimes even small changes to a _____ can improve the customer response. "Have we" instead of "did you", "When would you" vs. "Are you available?"
- 17. When you're having thorough vetting conversations with those out-of-towners, don't forget to mention these! It can keep us from getting too worried and accidentally denying legitimate transactions.
- 18. For those customers that come through often, a good way to cut their wait time and your processing time is to offer free pre-printed __________.
- 21. This is a nice option to give during lobby queueing...if it's working.
- 22. There are big differences in OLB between older accounts and virtual wallets. That includes low cash mode, the money bar, and most importantly the ________ for tracking money in and out of the account (and watching for danger days!).
- 23. When you have a client who has experienced phishing or spoofing, it's a great idea to add a _______ to their accounts. It can help them to verify PNC when we call. (I.E. if we don't ask for it, it's not PNC, they hang up.)
- 24. Do not call this department, you'll get a way faster response if you email. Do make sure to use the correct format to ensure a prompt resolution.
Down
- 1. You should send this when you hear your coworkers have a great conversation with a customer!
- 3. It's okay to be straightforward; during address changes this is one of the first questions you should ask as it will direct the rest of the conversation.
- 4. This option in the PNC.com customer service tab will provide our clients with a direct deposit form.
- 6. A suggestion when the customer is concerned about staying on top of activity.
- 7. One of the most important things you can be with a customer, especially when having a difficult discussion.
- 9. It's a free person-to-person transfer service, but it's important to remind the customers to use it safely!
- 10. For businesses who need to give someone statements/transactions, I'd recommend they set up a _______ OLB profile, so they don't have to play middle man!
- 12. "I'd love to sit down and have an in depth conversation, _____ are you available?"
- 15. A great option for businesses that come in often to deposit checks is the _____ deposit machine.
- 16. For those customers who don't have checks but need to pay a few companies/utilities.
- 19. I recommend using ________ e-mails for social media and gaming vs. financial sites and bills. Social Media and gaming can be a source of phishing emails, this helps keep a clear line between the two and can help prevent phishing.
- 20. "Looking at your activity, I do see several areas where we can improve ____ protection. Have we discussed the different ways we can protect you?"