1 2017 2 Customer Treatment Training Objectives Customer Treatment Provides An overview of the Discover vendor management team and our objectives An overview of the Discovers history mission vision and diversified product lines ID: 672749
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Customer Treatment Training
1
2017Slide2
2
Customer Treatment Training Objectives
Customer Treatment Provides
An overview of the Discover vendor management team and our objectives.
An overview of the Discover’s history, mission vision, and diversified product lines.
Clear expectations for customer treatment, quality, and compliance. You speak with our customers on a daily basis. You should have a good understanding of who we are, what we do, and the values we live and breathe daily at Discover. Slide3
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Customer Treatment Training Overview
Introduction to the Discover Vendor Management Team
Discover Inception and History
Discover
Bank and Discover Payment NetworksDiscover ValuesDiscover Domestic Locations
Mission and Vision
Discover Brand Experience
Know me. Hear me. Help me.
Compliance Expectations
A Message from our ExecutivesSlide4
4
Vendor Management Team
Attorney
Agency/Probate/Pending BKSlide5
5
Vendor Management Team
What we do...
Maintain the highest levels of vendor
quality and compliance to regulatory, contractual, and operational requirements
Collaborate with our agencies and attorneys to optimize performance Maintain and grow vendor
relationships and partnerships
Protect
the Discover brand
You are an extension of our team, company, and our brand!
You represent Discover!Slide6
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It pays to Discover
We have one of the most recognized brands in
financial services
The principles behind
what makes us one of today’s leading direct banks are the same as what made us a pioneer in 1986 when the Discover card was introduced: a focus on the customer and a commitment to be different, to be better, and to offer the best services in the
industry.
First commercial launched during the Super Bowl in 1986 with “Dawn of Discover”
First credit card to have no annual fee
First credit card to offer
Cashback Bonus
Putting
customers first is in our DNA
Discover brought innovation and change to the credit card market - change that focused on the features and services consumers wanted but could not find in other credit cards. Discover pioneered cash rewards and offered a card with no annual fee while being committed to providing the best customer service in the industry. We have never lost sight of our heritage and remain focused on the customer today.Slide7
7
Our History
The Fight for Acceptance
In
the beginning, acceptance was a challenge as Visa and MasterCard dominated the merchant landscape.
Discover has progressed from the approach of door-to-door, individual merchant enrollment and relationship management to the use of universal acquirers, allowing for exponential acceptance growth. Through hard work and perseverance, we have grown to over 50 million customers, 37 million global merchants, and 1.9 million ATMs.From
a Credit Card Pioneer to a Leading Direct Bank
Today, Discover is a leading direct bank and electronic payment services company.
Our direct bank issues the company's flagship credit card
and offers an array of banking products, including :
Private student loans
P
ersonal l
oans
Home equity loans
Cashback
C
hecking
Savings accounts
CD’s
and m
oney market accountsSlide8
$
150B
volume
3,400
issuers
1.9M ATMs$135B volume30+ issuers
10+ network alliances
$
27B volume
80+ licensees
185 countries
/territories
Payment Services
Note(s)
Based on 2015 Annual Report
$58B
in receivables
Leading cash rewards program
1 in 4 U.S. households
$
5
B
personal
and home equity loans
$9B private
student loans
$31B
direct-to-consumer deposits
Other Lending and Deposits
U.S. Card Issuing
Direct Banking
Discover Bank and Payment Networks
8Slide9
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Additional Products
Additional Product Offerings
Within the card, bank, and payment services portfolios, Discover offers a number of innovative products and features. These include
:
Electronic payments available through Apple Pay
TM, Android
PayTM,
and Samsung PayTM.
Cardmembers have the option to use their Cashback Bonus to pay for purchases online at retailers like
Amazon.
Free FICO
® credit scores are available, even to
non-cardmembers.
Freeze
It,
which works like an “on/off” switch for cardmembers
who have
misplaced their
cards.
Discover It Secured Credit Card geared toward consumers looking to establish or rebuild their credit. The card provides the same rewards and benefits as the Discover It card and has no annual fee.Slide10
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Company Highlights
Discover Corporate Details and Accolades
The card business represents 80% of Discover’s loan portfolio.
Of the six largest U.S. card issuers, Discover is the only one with 100% U.S.-based customer service representatives .
One of only two U.S. card issuers to operate its own network and they only one with debit capabilities.One of the three largest private student loan lenders.
Recognized as “Highest in Customer Satisfaction with Credit Card Companies, Three Straight Years” by J.D. Power
Perennially recognized as a “Best Place to Work” by communities local to office sites.
Recognized as a Best Place to Work for LGBTQ Equality by the Human Rights Campaign in 2016 for the fourth consecutive year, earning a perfect score of 100 for advancing corporate policies, practices, and benefits related to LGBTQ employees.
Recognized by the Asian Society for corporate practices, policies, and employee development.
Recognized by Interactive Health as a Healthies Company in America for 2016
In 2015, employees logged over 50,000 hours volunteering in their communities.Slide11
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Who We AreSlide12
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Discover’s Locations
Discover
Financial Services is a fortune 500 publicly traded company
with 11 locations in 7
states plus two international locations and over 15,000 employees.
Arizona:
Phoenix Operations Center
Delaware:
New Castle Operations & Discover Bank
Ohio:
New
Albany
Operations Center & Buckeye Data Center
Utah:
Lake
Park Operations
& Utah Processing Center (UPC
)
Texas:
Houston PULSE
Illinois:
Riverwoods Headquarters & Downtown 606
New York:
Student Loan CenterSlide13
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Learn More!
Learn more about Discover at
www.discoverfinancial.comSlide14
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Discover’s Mission and Vision
How
do your
processes
support the mission and vision of Discover? Mission
To help people spend smarter, manage debt better and save more so they achieve a brighter financial future.
Vision
To be the leading direct bank and payment partner
.Slide15
15
What is a Brand?
B
rand is a
relationship Brand is a reputation
Brand is customers’
expectations
and experience
B
rand is a promise
to customers and shareholders
What brand names have you seen in the news lately?
What was your perception of that particular brand name after seeing the news reports?Slide16
A brand sets
a
company apart from its competition and helps the company become recognizable.
A brand is more than a name. In essence, it is a company as experienced by its customers.
Discover is one of the world’s leading direct bank and payment services organizations. This means our name must be synonymous with trust, integrity, loyalty, and excellent customer service.
16Why is a Brand Important?Slide17
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Representing Our Brand
Agent Experience
Be caring, attentive, and acknowledge each customer.
Cardmember Engagement
Probe effectively to understand a customer’s situation and obstacles to making a payment.
Presenting Solutions and Offers
Present offers and solutions in a relevant way based on customer needs.
Building Trust and Loyalty
Create a memorable experience and show customer appreciation.Slide18
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We Treat You Like You’d Treat You
Our focus on customer experience and treatment
extends
to our third party business partners.
Do you place the same level of importance on customer service when interacting with Discover customers?
You represent Discover
each
time you talk to a customer or third party. Remember
your actions can maintain, improve,
or harm the Discover brand image.
You are Discover. Protect our brand!Slide19
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Know Me, Hear Me, Help Me
What is the KMHMHM Model?
The Know Me. Hear Me. Help Me. model is a visual representation of our servicing strategy.
Throughout every call, you will use communication techniques associated with each level:
service stages
, service skills, and service personality.
Why
is it Important to Leverage These C
ommunication Techniques?
The Know Me. Hear Me. Help Me. model provides a structured and systematic way to generate
the types of conversations our customers value. Research
has shown that customers respond best when you take the time to get to
know them (Service Stage), take an interest in them and show you care
(Service Personality
),
and present solutions that
can resolve their concerns
(Service Skills
).Slide20
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Know Me, Hear Me, Help Me
The three service stages (i.e., Know Me. Hear Me. and Help Me.) are the largest portion of the model
because they
are the focus of each call.
The stages represent the customer’s perspective.• “Get to Know who I am.”• “Hear
what I am saying.”• “Help
me solve my problems and concerns.”The circular shape of the model represents our ongoing commitment to do these things for the customer
throughout every call.During your everyday interactions with family, friends, and peers, you unknowing demonstrate
skills associated with the service stages, such as asking questions, proving undivided attention, and giving advice.Slide21
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Know Me, Hear Me, Help Me
At the core of the model is our
Service Personality
.
These are attributes around which we should strive tocenter. Our service personality includes the following attributes:• Friendly—Treating customers with respect and showing appreciation for their business,demonstrating empathy, and speaking with genuine interest are ways to create a friendly tone oneach call.• Helpful—Being knowledgeable and confident when providing solutions for customers shows our
commitment to helping them on every call.• Refreshing—Going the extra mile for customers will create memorable experiences that differfrom a typical call to a credit card company.
This will set us apart from and above our competitors.Slide22
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Opening
the Call
What
Does
it Mean to Open the
Call?
Opening the call means using opening statements and authenticating the customer’s identity at the start
of every conversation.
Why is it Important to
Open the Call Using Our Servicing Strategy?
A first impression is valuable and will set the tone for the rest of your call. When
you open the call with a friendly and confident greeting, customers are more likely to trust you. This
trust will allow them to comfortably verify security information and openly communicate their needs, so you can help them.Slide23
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Responding to the Customer
What
Does
it
Mean to Respond to the Customer?Responding to the customer means interpreting the customer’s message, providing reassurance, then providing
solutions during every conversation.
Why is it Important to
Respond to the Customer Using Our Servicing Strategy?Customers will be more willing to discuss their needs openly if they feel you’re listening to them
and understanding their concerns. Customers
are more likely to be loyal to our brand when we provide relevant solutions that meet their needs because they’ll feel valued and appreciated.Slide24
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Closing the Call
What
Does
it
Mean to Close the Call?Closing the call means ensuring customer satisfaction and comprehension at the end of every conversation.Why is it
Important to Close the Call Using Our Servicing Strategy?
The way you close the call will affect future interactions we have with the customer.
They will have a positive impression of Discover if we ensure we helped resolve
their concerns. The customer won’t need
to call us back because they received all of the information needed before ending the call
with you.Slide25
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Top Compliance
Concerns
Financial
Telephone check mishandling, including NSF check abuse and unauthorized
withdrawalsFinancial mismanagement or bankruptcy proceedings
Trust account mismanagement including commingling funds, negative balances, etc
.
Customer Treatment
Harassing, belittling, forceful, or abusive tactics, including obscenities or
profanity
Egregious instances or chronic pattern of call monitoring
infractionsEgregious instances or chronic pattern of complaints and counterclaims
Unreported complaints, counterclaims, and/or government investigations
Operational
Chronic issues with accurate closures, recons, electronic updates, and verifications
Poor audit results
Failure
to comply with employee background checks and drug testing requirements
Failure
to comply with closure requirements for settlements, bankruptcies, deceased, or
disputes
Failure to comply with vendor audit requirements or prepare for a vendor audit
Failure to notify Discover before commencement of a merger, sale, or acquisition
Legal/Regulatory
Calling outside of acceptable times
and/or excessive
call
frequency
Misrepresentation of individual(s) at vendor or vendor itself – law enforcement, court, repossession company, etc
.
Security breaches – physical or
data
Failure to follow applicable local, state and federal lawSlide26
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Customer Treatment ReinforcementSlide27
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The Company Line
“
We
have no higher priority than to reward our customers with the best service in the
business.
”
Carlos
Minetti, President
Consumer
Banking
“
You
and your collections team have the opportunity to improve, maintain, or jeopardize
the relationship with our
cardmembers
each and every day. Failure to protect the brand can be a shut-down in bonus, placements, or the relationship altogether. Even one collector can end the
relationship,
so please continue to reinforce this
message
.
Thank
you for all you do to protect the Discover brand
!”
Mike
Daverio
,
Vice President
National
Recovery Center