Greetings & Closings
This is the first thing representatives should do when answering a call.
What is a professional greeting?
A professional opening includes a warm welcome, an introduction, and this third element.
What is an offer of assistance?
When a caller is upset, representatives should acknowledge the callers emotions and feelings, this quality is essential.
What is empathy?
Security checks help protect the insured, the financial professional, and Nationwide's privacy from this threat.
What is fraud?
Spanish language calls should first be placed in this queue rather than cold-transferred.
What is the LNB Spanish queue?
In a typical greeting, representatives identify themselves using this.
What is their first name?
This quality means being fully present and involved throughout the call rather than simply going through the motions.
What is maintaining engagement?
If the representative and caller begin speaking at the same time, the representative should do this before letting the caller continue.
What is apologize?
For a WFG caller, representatives verify the writing agents name, firm, named insured, callback number, and this other identifier.
What is the Agent ID or last four of SSN?
Representatives should wait no longer than this amount of time for someone from the LNB Spanish queue.
What is 2 minutes?
After stating the department name, representatives should ask this question.
What is "How may I help you?"
A self-assured tone that emphasizes the representatives proficiency demonstrates this quality.
What is confidence?
Rushing caller off the phone can negatively affect relationships and usually result in these.
What are callbacks?
For a BGA caller, this policy-related person must be verified before discussing the policy.
When using Lionbridge, representatives should do this instead of transferring away and leaving the call.
What is stay on the line?
Representatives should address the caller by name at least this many times during a call.
What is twice?
Strengthening the relationship with the caller to create a more pleasant interaction is called this.
What is building rapport?
Instead of saying "I can't" or "not possible", representatives should use this kind of wording to explain what is needed to proceed.
What is positive phrasing?
For an NFN or Independent agent, representatives verify the writing agents name, firm or agency, named insured, callback number, and this identifier.
What is the NPN or last four of SSN?
This service provides Mandarin and Cantonese Translation.
What is NW Mandarin/Cantonese Translation line?
This type of closing expresses gratitude, personalizes the interaction, and supports our Nationwide brand.
What is an upbeat, professional close?
This quality requires ending the call professionally and in a way that fits the situation.
What is an appropriate close?
When transferring a caller, providing pertinent details to the second party is known as this type of transfer.
What is a warm transfer?
If a caller cannot pass the security check, representatives may offer this option, but verification is still required once connected.
What is a conference call with an authorized individual on file?
This foreign language service can translate many languages, including English, German, Spanish, French, Italian, Mandarin, Cantonese, Swedish, Japanese... and more.
What is Lionbridge?