Our Mission and Service Standards
Protecting Member's Privacy
Handling Difficult Member's
Telephone Etiquette
Email Policies
100
Use a positive, professional attitude.
What is proper telephone etiquette?
100
You are likely to make a member/retiree happy if they have had this type of experience?
What is positive?
100
A handful or a volatile customer is known as.
What is difficult customer?
100
Documents that the member has never seen or which were provided to a 3rd party should not be released.
What is guidelines for access & release of pension files?
100
Special events flag used for identity theft or fraudulent activity.
What is red alert?
200
When the PBC is not paying attention during a call and needs to have the question explained again.
What is listening to your members?
200
The member/retiree expects this type of service.
What is service excellence?
200
Paying pensions today, preserving pensions for tomorrow.
What is our mission?
200
_______ is a major concern for the customers.
What is trust?
200
They cannot update beneficiary information or access online services.
What is a Power of Attorney?
300
A PBC should never make _________ to members or retiree's.
What is promises?
300
Great customer service is aimed at members.
What is providing plan members and retirees with information about the plan?
300
Legislative standards met: 100%
What is meeting our case processing standards?
300
An important step often overlooked in dealing with customers.
What is follow-up?
300
Confirm that you are speaking to the right person and state the reason for your call.
What is making outgoing calls?
400
OPTrust has adopted the use of OPTrust ID's in an effort to reduce the risk of identity theft.
What is preventing breach or privacy of member/retiree?
400
Reduces the risk of address mislabeling.
What is using window envelopes?
400
Active, pensioners, surviving spouses, minor children, LTIP (long term income protection).
Who are our members?
400
An effective way of handling complaints.
What is act on feedback immediately?
400
Remember that the caller is not attacking you personally.
What is dealing with a difficult caller?
500
Staff should always be trained to be _____, _______ and ______.
What is helpful, courteous, and knowledgeable?
500
Where you state the facts and you do not provide personal opinions.
What is contact log?
500
A minimum of 4 security questions (OPTust ID, name, date of birth, address, plan membership date, EE id
What is protecting our member information?
500
A good way to personalize your relationship with a member.
What is using a member's name?
500
Don't send confidential information via unsecured e-mail - use On Line Services (OLS).
What is OPTrust e-mail policy?
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