Diffusing an angry caller
What is the first thing that we need to do when we have a defuse caller ?
Keep the calm
Some companies have an specific team manager contact
True
What is the second step after stay calmed
Hear the caller
What is the time fame for the adjuster reassignment ?
1 business day
What is the third step after that the caller already explained you the problem ?
Apologize and ask questions
How many steps do we have to create an escalation ?
4 steps
What do we need to do at the end of the process ?
Offer Solutions
When do we have to reassign the adjuster ?
If the adjuster does not work anymore in the company or if the adjuster does not respond
What can we say to ack the customer's feelings according with the Inkling script?
"I can see why this would be frustrating"
How can we reach out for the correct team manger ?
With the first 3 digits of the claim