The 10 Commandments of CEI

Customer Experience Index

I shall make a commitment to customer service

“Striving to deliver legendary customer experience, each and every time!!!”

TD employees strive to connect with customers during every interaction and have a positive impact on the customer’s experience. We measure our success in meeting our clients’ needs

both formally and informally

The first few seconds of the opening statement is veryvery crucialcrucial to set the stage for the entire call. Ensure your tone is warmwarm and genuinegenuine

Examples of creating your unique opening statement:“How can I make your day better?” (If there is a mistake or an opportunity to make the customer happy!! )“How can I be of excellent service to you?” (If this is the second or third time the customer is calling!!)“We thank you for your patience, how can I assist you today?” (Long wait times during peak seasons!)Our commitment:

This is only the beginning of providing excellent service to ourour customers. Achieving quality service takes a serious commitment serious commitment from every employee in the organization Working towards to exceeding customers' expectations to the point that customers are willing to tell others!

I shall be patient Don't put all of your emphasis on making the call fast to hit

your AHT If you sound like you're rushing, the customer will be able to

tell If they're rushing you and you don't know what to do, it

doesn't hurt to ask politely to put them on hold so that you can review the profile

It's better to be thorough and make sure that everything is done correctly on the first call It will always be a negative customer experience if they call back

upset that the issue wasn't resolved

I shall use Customer Cues

Customer experience – what is required to deliver a legendary customer experience during each and every interaction with TD?

Asking questions makes us sound interested in the customer!

Try to strive to make them feel welcome, comfortable, important and most importantly understood. Remember it's a conversation NOT an interview. Take a glance at their demographics to see where you can make a connection with the customers

Have you been to Mexico before?Where would you recommend to go?Have you already started packing?Are you travelling for work/pleasure/school?How are the home renovations coming along?Congratulations on your new car purchase! Is this your first car? Have you always wanted to get this car?

I shall us System Cues to

Date of birth is always an easy way to make a great connection, let celebrate their birthdays with the following words:

Business customers are almost always interested in talking about what they do as they live and breath it 24/7

"Happy Birthday", "Happy Early Birthday", "Happy Belated Birthday"

What do you have planned for your birthday?So what's it like to be a Gemini?

How has the industry change since you first got started?

What do you enjoy most about owning your own business?

I shall use Current Events

Generic topics like talking about the weather always create an opportunity to make a connection

It must be nice living in Victoria, it’s like the Florida of Canada!

Current event is NEW YEAR holidays, engage about resolutions!!

Major events in the news, both local and international are great conversation starters

How about that guy who won the $50 million jackpot last week?

Did you know that this year TORONTO is hosting the 2015 Pan American games?

I shall use Empathy

Showing understanding of a negative situation for a customer will go a long way………

I have received the same phishing phone calls at my parents house, but I was the one who picked up on the other line and as soon as I started asking THEM questions the line got disconnected (seeing with the eyes of another)

I had my debit card skimmed myself a couple of months ago and it was very frustrating to know that there are people who try to make a living by being dishonest (listening with ears of another)

I lost my entire wallet and passport on a recent trip to the United States so I know that it’s an absolute headache what you’re going through (feeling with the heart of another)

I shall not Take It Personal

Handling complaints – when, despite our best intentions, we make mistakes, we make every effort to recover with grace and respect.

Customer service requires the thickest of skin and understanding and developing this attribute is the key to dealing with irate and upset customersWhen they vent, scream and yell, take a calm approach and know that they are not aiming their frustration at YOU and a lot of times they will tell you that’s the caseA defensive tone will only make things worse so do your best to put yourself in their shoes

(Standing in a long line up and their card isn’t working how would you feel? In a restaurant and their card isn’t working with their family and

friends around how would you feel? Missing out on a last minute deal to book a trip how would you feel? You’d probably be yelling and

screaming as well!)

I shall use Customer Compensation

Travel Rewards points and Cash Compensation Request $$ are great tools in helping achieve legendary customer service

When a customer is shopping online or in a store and missed out on the opportunity to obtain for the rewards points, the first thing you do is offer the max points that you can! AND most importantly convey with confident an explanation as to why the transaction was flagged!!

The gesture will show a customer who was originally upset that you went out of your way to provide some kind of compensation for the inconvenience they went through and they’ll respond positively to that and will remember your service

I shall Recap& Reassure

Going through everything that was done and said during the customer interaction will put comfort in the customers mind that the issue has been resolved“Is there anything else I can help you with today?”“Is there anything else I can further assist you with today?”

Let the customer know the kind of service we provide: “Mr. Customer, we're a 24/7 operation and we will always be looking

out for you if we ever suspect any unusual activity!” “You are fully protected by the Cardholder agreement from Fraud”

I shall Go above and Beyond

Look for opportunities to help customers out where they need it even if it's not related to the situation at hand If they're looking for a phone number for a company If they're trying to find directions to a destination or if

they need help locating a merchant If they're going on a road trip to the US, let them know

that they can use the numbers in their postal code and add an additional 2 zeros to bypass gas station issues