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Archwell CAs - Customer Service Standards
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Delimiter between question and answer:

Tips:

  • No column headers.
  • Each line maps to a question.
  • If the delimiter is used in a question, the question should be surrounded by double quotes: "My, question","My, answer"
  • The first answer in the multiple choice question must be the correct answer.






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Help your teammates when they need it.
Relationship Building
Your customer is NEVER an interruption!
Relationship Building
YOU are responsible - without passing blame on to colleagues.
Taking Ownership
Know your programs, policies, programs and procedures!
Quality
Turn a problem into an opportunity.
Taking Ownership
Do things right/accurately the first time.
Quality
"Thank you for calling Freedom Mortgage. This is (your first and last name), how may I help you?"
Professionalism
Designate a "delegate" in Outlook before heading out on vacation.
Responsiveness
Respond to emails and phone calls within three hours.
Responsiveness
Address the customer by using Mr./Mrs./Ms./Miss before their last name.
Professionalism