DSS
DSS Stands for
What is Drive Safe and Save?
State Farm Billing accounts are frequently referred as
What is as modernized billing accounts..
What is Wrap Time?
What is the length of time it takes between ending a call and ready for the next call
There is no ____in team
What is the letter "I" ?
This communication style can be seen as excitable and undisciplined.
What is an Expressive?
These scenarios would require beacon reorder.
What is the beacon was lost/stolen, the customer left in the previous vehicle, the beacon does not light up anymore (malfunctions)?
Which Department handles SF Billing for other States
What is Phoenix Dedicated Team
What can you find on the CCC Dashboard ?
What is AVG Wrap, Adherence, UA, Calls Handled and AHT
Together Everyone _______ __________
What is Achieves More ?
Stepping into the shoes of the customer and seeing situations from their perspective helps portray THIS.
What is empathy?
When Binding in Policy Center, the specialist must..
What is inform PH to go to the app and continue enrollment/setup and order a beacon if they do not already have one. Beacons are no longer automatically shipped.
The difference between SFPP bills and SF billing?
What is Bill copies no longer give a reason/breakdown of current changes (RTA)
What are five ways to improve Adherence?
Planned Absence, Log in on time (On Ready), Report Technical Issues over 15 Minutes, Take Breaks on time, Do not use more than 5 min of UA, Do not extend break/lunch, Soft Log out 3-5 min before end of shift.
Just Quote It__________
What is DSS ?
THIS can help to diffuse difficult or uncomfortable situations, even if the solution remains the same.
What is using positive language?
What is the discount when enrolling in DSS?
What is initial 10% and up to 40% on some coverages?
These bill types are now payable through the Pay Multiple Bills flow. List at least 3
What is....State Farm billing accounts that are on AutoPay, Cancellation/nonpay notices prior to the TOOF window, Auto policy renewals, SF billing accounts with overdue payment notices (outstanding balance), Overdue balance for personal lines fire policies, Past-due premium notices for commercial fire policies.
Good things comes to those who know how to__________ ____________
What is be positive?
The Active Listening tactic used to conclude the conversation is THIS.
What is Summarize?
The customers have this long to accept the enrollment
What is 30 days ? (please send DSS text before closing PC, customer logs into the Drive Safe & Save app, and then accepts the End User License Agreement (EULA).
Scenario: A policyholder calls to ask if coverage would extend to his brother if he allows him to borrow his car.
What is provide info regarding borrowed cars with permissive use to insured customers through reading the verbatim, for customers with a participating agent only? (KA204080)
Every drop in the bucket fills the bucket!!!
What is said, by the supervisor
Do your best and ______ ____ ________
What is Forget the Rest ?
Asking questions that get at the heart of why the customer is calling can uncover THIS.
What is the customer's Unstated Needs/Motivations?