We should make the connection in this time frame when speaking to the member.
What is 30-60 seconds
100
We must use this type of language when communicating with the member.
What is PLAIN LANGUAGE?
100
We should never give the member this on a call.
What is HOMEWORK
100
Setting this will let the member know what to expect and when their inquiry will be resolved.
What is SPECIFIC TIME FRAMES/CPD
100
Never Missing a Service Promise means setting what type of expectations
What is REALISTIC/CLEAR
200
"Yes, Mr. Smith I can assist you" is an example of how to make a _______ connection
What is PERSONAL
200
Being ____ of our products will also build the confidence of the member.
What is KNOWLEDGEABLE
200
Our members don’t call just to tell us their PROBLEMS with their insurance; they call because they feel that we can ______ their problem
What is RESOLVE/SOLVE
200
To Find out the expectations of the member and so you do not have to guess or assume, you need to ask these questions.
What is PROBING/CLARIFYING
200
Before you make a member any promises or resolution, you must apply your _________
What is KNOWLEDGE/RESOURCES
300
When a member gives insight to where they are emotionally, do your best to relate and have _______.
What is EMPATHY
300
We should avoid these type of statements.
What is NEGATIVE
300
Take the member out of the ______ of the situation- You are the Expert! (and it’s your job)
What is MIDDLE
300
You MUST honor the scheduled callback time and provide a resolution or an _______ at the promised time.
What is UPDATE
300
If you cannot keep a promise, please let your ___ or ____ know so that can assist you
What is OE/MANAGER
400
We must _________ for the hidden meaning in what a member is saying
What is LISTEN
400
Don’t just ______ what you have stated, find another way to explain and help the member understand.
What is REPEAT
400
We should always _____ what the member will need before they ask.
What is ANTICIPATE
400
You must consider the member’s immediate need at that moment to provide immediate help or __________
What is SCHEDULE A CALLBACK
400
Never Miss A Service Promise goes hand in hand with this CARING component
What is I WILL SET CLEAR EXPECTATIONS
500
If they don’t like your ______ of voice, it may make them uncooperative or callback and speak with someone else.
What is TONE
500
Give an example of positive statements on a call.
What is I WILL/I UNDERSTAND/I CAN HELP TAKE CARE OF THIS/ALLOW ME/LET ME CONFIRM
500
When you have convinced and assured a member that you WILL make sure you do everything in your power to take care of the issue YOU are establishing what?
What is TRUST
500
When you need to ______ their issue, it is better to get the important information from the member and call the member back rather than keeping the member on hold
What is RESEARCH
500
The sixth element (G) is the overall feedback the associate will receive about the member’s service experience. What does the 'G' stand for?
What is GREAT SITUATIONAL SERVICE THAT MEMBERS VALUE AND TRUST