Customer Service
_____ are not interruptions but the reason for our work, individuals with names and feelings, people we should not argue with, the reason we have a job, not always right but they are always the CUSTOMER.
Customers
Accept responsibility and take ownership of any ____ regardless of who made them.
Error
What is a response that patronizes the customer or implies that the service agent is smug, conceited or better than the customer?
Arrogance
Explain to the customer that you want to help but you need to _____ the problem.
Understand
DOL has determined that all “first payments” should be made within how many days?
14 days
Customers are likely to _____ when services don’t meet expectations.
Complain
Never represent the agency in a ____ or ____ manner.
Negative;Bitter
What is the mechanical worker who puts every customer through the same process with no warmth or individuality?
Robotism
Using _____ language won’t help and will only delay you getting to the problem of the situation.
Abusive
Meeting time lapse goal is important because it means we’ve paid at least _____ % of all eligible claims within 14 days.
87
There are four expectations customers have when calling the CCC's.
Friendly Caring Service, Follow Through, Flexibility and Recovery
What is an attitude of “ I just don’t care”?
Apathy
This idea focuses on policies instead of people. It refuses creative thinking or using sound judgement to solve unique problems.
Rule Book
Listening is a _____________________ behavior.
Learned
A deputy has how many days from the detection date of an issue to adjudicate the issue?
21
The word “I can’t” should be replaced with _____
This is what I can do
What is trying to quickly release a customer by discounting his/her problems with irrelevant procedures or by refusing to help before break/lunch/end of shift?
Brush Off
This concept concentrates on refusing “ownership” of the problem.
Run Around
What is asking questions that require an explanation?
Open Ended Questions
Who determines time lapse?
DOL
What does promising something you cannot deliver on create?
Irate Caller
What is any kind of chilly, unfriendly attitude that sends a message to the customer that he/she is only a nuisance?
Coldness
We should realize the customer is upset at the ____ and not at us personally.
Situation
What are questions that require simple, often one-word answers?
Closed Ended Questions
_____ is the number of days or time that it takes a claimant to receive their first payment of benefits.
Time Lapse