Acknowledge E/E +Reassure
What does the "E/E" stand for in this action item?
Emotion/Event! The agent is expected to fully acknowledge the precise reason the customer is calling into GEICO.
True or False: WILL DO Language is only required during the MOAT offer of the call.
What is the difference between Will Do Language, a Driving Statement, and an Ownership statement?
NOTHING! They all serve the same purpose - moving the call forward with excellence.
List the five (5) resources EVERY agent should have bookmarked + up on their screens before taking calls each day.
Agent Assistant, Knowledge Tool, EDARs, Filenet, and CIE.
What is Stace's Zodiac sign?
ARIES!
At the very beginning of the call, what screen is the Agent expected to stay on while they are executing the Acknowledge E/E + Reassure action item?
Portfolio!
Roleplay Scenario: PH calls in asking you to update their HOMEOWNERS policy, however, you work in AUTO insurance. How do you respond?
"I will connect you with a PROPERTY specialist who will be able to update your homeowners policy, one moment while I transfer you to that department
True or False: the CALL RECAP is an example of an Ownership Statement?
TRUE!!!
What does Filenet help the Agent figure out?
What documents the PH has signed/sent into GEICO for review!
Which Supervisor has the longest tenure with GEICO overall? Justin, Key, or Stace?
KEY!
True or False: the only time the agent is expected to execute the Acknowledge E/E + Reassure action item is at the very beginning of the phone call.
FALSE! Any time in the call where the customer expresses an event OR emotion related to the reason they're calling in, the agent is expected to acknowledge + reassure the customer.
Roleplay Scenario: the PH's policy was cancelled last week due to NON-RENEWAL by the UW Department. They are now demanding for you to connect them to UW to dispute the cancellation, however, the UW Department doesn't have an extension for PH's to be transferred to.... only an email address for them to contact. How do you respond?
"If the UW Department had an extension for us to transfer customers to, I would definitely get you connected right away! What I WILL DO is provide you with the UW Department's email address for your area so you can contact them that way. Are you ready for that email address?"
WHEN should Driving Statements be used on the call?
Every single time we provide the PH with an answer, information, or any sort of response.
How many minutes does the Agent have to review their resources INDEPENDENTLY before reaching out to the Supervisor for assistance?
TWO MINUTES. TWOOOOOOOOOOOOOOOOOOO!!! TWO TWO TWO TWO TWO TWO TWO!!!! TWOOOOOO (2) MINUTES!!!!!!!!!!
Which Supervisor has the longest tenure in GEICO's Auto Service Department? Justin, Key, or Stace?
STACE!
Which Metric does this action item help drive?
ALL of them. Survey, CPH, and MOAT!
Which words/phrases do NOT reflect WILL DO Language? List all that apply.
1. Unfortunately...
2. I am unable to do....
3. I really wish that I could...
4. In this situation, the best option we have is...
5. I don't know....
#1, #2, and #5
Does that sound like a plan?
Does that make sense?
Can I go ahead and apply that change for you?
Did you have any questions about what I reviewed with you before we move forward?
Is there any other way I can provide EXCELLENT customer service?
Roleplay Scenario: the PH asks you a question you have no idea the answer to. You know providing misinformation on the recorded line is a severe quality concern. What is your next step to move this call forward efficiently and with EXCELLENCE?
Looking for a FULL STRATEGY here. From start to finish.
1. Acknowledge the question in a friendly tone and reassure. "Great question!! I will definitely research the answer for you here."
2. Set up a Proper Closed Hold. "Allow me one moment to review my resources and I promise to be right back!"
3. Utilize resources/Sup to find the answer.
4. Come back from the Hold and advise + drive call forward. "Thank you so much for holding! I was able to find out the answer to your question is _____, does that help?"
TRUE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 1.8pt retention boost.
Roleplay Scenario: PH from GA is calling in to remove one of their vehicles from their auto policy. This is the 2nd time the PH is calling in to get this task completed, and they're upset because they really don't have time to keep calling GEICO since they're very busy planning for the arrival of their first grandchild (baby otw!).
How should an EFFECTIVE acknowledgement + reassurance statement sound for this scenario?
"Well first of all CONGRATS, I'm so happy to hear your first grandchild is on their way! And I completely understand your frustration with having to invest so much time to get this vehicle removed from your policy. Luckily you've gotten to ME and I will make sure you have your updated billing/policy documents after I've removed this vehicle for you!"
Roleplay Scenario: the PH wants you to BACKDATE COVERAGE/ADDING A VEHICLE to their auto policy. This is strictly FORBIDDEN unless there is a verifiable GEICO error. How do you advise?
"I really wish I could backdate coverage on that vehicle for you! According to insurance regulations, insurance agents are ONLY authorized to add-on vehicles effective same-day OR for a FUTURE date unless there is a verifiable GEICO error that's occurred. I know this isn't what you wanted to hear, but while we're connected what I WILL DO to provide excellent service is add that vehicle to your policy effective immediately so you have insurance on it ASAP. Okay!?"
Roleplay Scenario: PH called in to add a 2025 Tesla to their auto policy with full coverage. The premium only increased by $100 dollars. What would the Ownership and Driving Statements sound like for this scenario?
"Alright great news! I was able to get that 2025 Tesla with full coverage added to your policy and your premium only increased by $100 which is VERY competitive. I'm going to go ahead and apply these changes then go over your monthly bill, okay?!"
What is a "Confirmation Question" and how does it relate to the Agent expectation to utilize their resources as trained?
Agents are expected to use their resources (i.e. notes taken, KT, Agent Assistant, or previous questions asked in chat) in order to confidently/independently drive the call forward. A Confirmation Question happens when the Agent has already found/been told the answer to their question, but does not fully lean upon that expertise.
The ______ drive the RESULTS!
The BEHAVIORS drives the RESULTS!