Regional Acceptance

BBT

Recognizing a potential problem before

escalation

Utilizing LAST Model

When all fails – De-escalation skills

Making it all PCE

How to solve an issue before it

becomes a problem

Customer is reluctant to verify account

Customer is accusatory

Customer won’t allow rep to speak

Customer uses profanity

Outline a strategy to resolve the situation,

and offer it to your customer.

Bring in a third party.

Be as empathetic and understanding as

possible.

Make suggestions on how you will prevent

this from happening again.

Apologize immediately for the mistake

Listen to your client’s issue or concern.

Apologize for the situation and demonstrate

your concern.

Solve the issue by educating your client or

involving the appropriate parties for resolution.

Thank your client for allowing BB&T the

opportunity to resolve their issue and for banking

with BB&T (being a Regional Acceptance client)

Taking their attitude personally

Failing to allow the customer to vent

Ignoring the emotional

Focusing only on the policy

Falling into a “me vs. you” approach

Overusing “you”

Making inappropriate sounds

Telling customers to calm down

Using slang synonyms for “upset”

Perfect Client Experience Commitments

Reliable - “I am dependable and my clients can count on me”

Responsive – “I act quickly to help my clients with their needs.”

Empathetic – “I listen to my clients and am sensitive to their

feelings.”

Competent – “I am equipped with the skills and knowledge to

help my clients.”