Model-T Flashcards
Communication
CSR used proactive positive phrasing when speaking with the customer and representing
Ford (I/we/us to support and promote Ford policies and processes).
CSR built rapport with the customer.
CSR tone was courteous, natural and conveyed interest.
CSR used clear pronunciation/articulation.
Interactions were free of slang/jargon.
Respond
Acknowledge, Effective Questions, Resource Utilization, Time Management
Open/Greet
CSR provided their name and proper greeting on the initial contact with the customer.
Appreciate
Loyalty
Support
Education, Consumer Marketing
Education
CSR provided customer with self-service information.
CSR reinforced value of product, process, and/or company; including links,
websites, product utilization, etc.
CSR shared information which may be helpful to the customer in the future.
CSR communicated all next steps / follow-up details.
Verification
CSR maintained confidentiality and did not provide the customer with PII/PID
Engage
Open/Greet, Verification, Communication
Resource Utilization
CSR utilized all appropriate resources to assist the customer.
Promises Made/Promises Kept
CSR fulfilled all commitments made to the customer.
Follow-up contacts were scheduled.
Acknowledge
CSR acknowledged customer statements.
CSR acknowledged all secondary concerns presented by the customer.
CSR allowed for minimal dead air during the interaction.
Loyalty
CSR made loyalty statements, expressed appreciation for the customer, and/or complimented Vehicle/Specs when needed.
Time Management
CSR maintained command of the interaction
CSR exhibited appropriate hold usage per process.
Effective Questions
CSR asked sufficient questions to determine root cause of customer concern
Resolve
Promises Made/Promises Kept, Advocacy, Effective Resolution
Consumer Marketing
The CSR presented marketing related paths to promote and/or encourage dealer
traffic/vehicle sale (including, but not limited to, PCO, test drive, dealer locate,
public incentives and brochure) Incentive disclaimer provided.
Effective Resolution
CSR provided the most appropriate resolution, balancing CX outcomes and compliance.
Advocacy
CSR advocated on behalf of the customer as Ford (dlrshp, contact center, process, product,
features, services, experiences with Ford, escalating issues, Ford loyalty)
CSR took ownership of the issue.
CSR minimized customer’s level of effort throughout the interaction.
CSR provided value throughout call/case handling by focusing on what we can do to assist.
