8 Rules of Customer Service
Get call forwarding, or an answering service.
What is answer your phone?
You are likely to keep a customer if they have had this type of experience?
What is positive?
A challenging customer is known as
What is difficult customer?
This is a virtue when becoming stumped or frustrated
What is customer patience?
Sishir Reddy or Harshith
Who is/are the Co CEO of Episource
When the agent is not paying attention and needs to have the question explained again.
What is listening to your customers?
The customer expects this type of service.
What is friendly/helpful/courteous?
The toughest rule for a agent to follow in an emotional moment
What is never argue with your customers?
If you do this closely, you may find out what the customer is really saying
What is listening?
Ed Hahn
Who is the VP of HRA Operations?
A Ben Rep should never make _________ to customers.
What is promises?
Run Forest, run!
What is go the extra mile?
Let the customer know that you understand and do what is fair and right.
What is provide empathy?
Sounds like fluffy nonsense, but this ability can truly go a long way in creating happy customers
What is positive language?
To ensure you are meeting the guidelines for each Healthcare provider when speaking with a member.
What is read from script?
It is always good to _____________ to resolve a customer's problem!
What is think outside of the box?
cookie cutter
What is personalizing the customer experience
There is an underlying message to your customers complaint
What is listen between the lines?
a2 + b2 = c2/x+y
What is problem solving?
May I have your full name, full address and zip code and DOB?
What is Paramount Confirmation?
Members and NP's always expects excellent customer service experiences when speaking with an agent.
What is consistency?
Customers can hear this through the phone
What is a smile?
Tell the customer what you can do
What is never put up roadblocks into helping resolve an issue?
A good way to personalize your relationship with a customer.
What is using a customer's name?
Item ID, First 2 letters of member first name & First 2 letters of Last
What is confirmation information?