Welcome

~~Crowd work~~
Who am I
Brand promise
Writing stuff

Agenda

Graduated from the University of Illinois with a degree in English – Creative Writing
Wrote 30-page short story about Bob Barker’s plot to rid the world of dogs
Is procrastinating on no less than 4 screenplays
Wrote a rap about High-Yield Checking

Career Highlights

Brand Promise

More than just a bank
we’re a member-owned financial institution
Gonna find a solution
provide restitution
for Big Banks that been bruisin’
accounts to extortionary amounts
Now there’s a novel idea:
listening to members all of the time
instead of robbin’ their nickels and dimes
while they workin’ full time
we’re energizin’ our forces with the course
that’s gonna help them
with life’s events, big and small

joined by our members
supported by our members
Inspired by y’all

Tone in Writing

Tone is context + punctuation + phrasing

Punctuation

Which one(s) feel annoyed?

Okay
Okay.
Okay!
Okay...

Emojis

Thanks for helping me fix that account issue.

👍

Thanks for helping me fix that account issue.

Happy to help! We're here until 5pm if you have any additional questions. 😊

Active Listening & Responding

Hear, Clarify, Fix

Acknowledge the emotion and experience without judging or fixing.

1 Hear

Confirm the problem and the steps that the member has taken.

2 Clarify

Own the situation. Restore control.

3 Fix

Hear

I am so sick of your trash Digital Banking platform. I’ve been trying to transfer money to my Chase account, and it won’t connect. The deposits never go through. I need to be able to transfer money to my checking tomorrow!

Hi, you can link an external account by going to Transfer & Pay > Transfer > Add Account. Instead of trial deposits you can link your other banking account.

Acknowledge the emotion and experience without judging or fixing.

Survey Says

Hear

This is not the experience we want you to have, Joe-John; I can understand your frustration.

Acknowledge the emotion and experience without judging or fixing.

Clarify

This is not the experience we want you to have, Joe-John; I can understand your frustration.

Confirm the problem and the steps that the member has taken.

Have you used Yodelee or ACH linking?

Clarify

This is not the experience we want you to have, Joe-John; I can understand your frustration.

Confirm the problem and the steps that the member has taken.

I understand you need to be able to send money to your Chase account tomorrow, and the method that you’ve used to try to add this account is using micro deposits — is that right?

Fix

Yes

This is not the experience we want you to have, Joe-John; I can understand your frustration.

Own the situation. Restore control.

I understand you need to be able to send money to your Chase account tomorrow, and the method that you’ve used to try to add this account is using micro deposits — is that right?

Let’s get this taken care of. There is another option that will let you connect your Chase account immediately. If you share your screen I can show you exactly how to set this up.

Pop quiz, hotshot.

How can you 'hear' them?