R1 Scope
Customer called to receive a raw new quote with no existing policies.
What is refer to agent?
What is the preferred transfer method? (Daily Double)
What is cold transfer?
Always warm transfer when ECC is transferring to:
Which portion of the call should the Call Tracker be opened and from where? (Daily Double)
what is during the talk time (at the beginning of the call) and where is from customer's ECRM page? (Daily Double)
Nine skills that's essential to have in order to provide low-effort customer experiences.
What are effortless experience skills?
.This communication style can be seen as excitable and undisciplined.
What is an Expressive?
Customer contact ECC and is dissatisfied with their agent and no longer wants to work with them.
What is change of agent?
Customer calls inquiring about a recent claim.
What is cold transfer to assigned claims team or claims express?
When we do not open an ECRM profile, how do we access the call tracker?
What is from tools in ECRM?
Working diligently to assist a customer with resolving an issue and finding a resolution. (Daily Double)
What is conveying advocacy? (Daily Double)
Stepping into the shoes of the customer and seeing situations from their perspective helps portray THIS. (Daily Double)
What is empathy? (Daily Double)
Customer wants to add an off-road vehicle, travel trailer?
what is refer to agent (PRO200923)
What tool can be used to confirm correct department when tranferring?
What is the Call Routing Tool? (PRO200923)
Which agent follow up type requires a due date?
What is a task?
Customer contacted ECC to resolve an ongoing issue. The rep acknowledged the customer current issue and acknowledged the relationship the customer has with State Farm.
What is acknowledging baggage?
THIS can help to diffuse difficult or uncomfortable situations, even if the solution remains the same.
What is using positive language?
Policyholder needs to complete a TOOF transaction and is ADAMANT about confirming coverages.
What is out of scope for R1, transfer to R2?
What is a cold transfer to the R2 OH Dedicated Team? (PRO200884)
When is a call tracker not required?
What is a call tracker is required on ALL calls, no exceptions?
Recognizing the customer's current request while also recognizing future needs to avoid future callbacks on the customer's behalf.
What is recognizing opportunities?
The Active Listening tactic used to conclude the conversation is THIS.
What is Summarize?
What is refer to agent? (PRO200923)
Existing policyholder currently has auto policies in IL. They plan on purchasing a vehicle for a secondary home located in TX.
What is transfer to R2? (Snowbird: PRO200923)
what is creating a case is no longer required to sent agent follow up? (PRO200765)
Note: Situations when ECRM automatically creates a case or an opportunity, such as policy transactions or address change, please continue to leave the follow up in the auto-generated case or opportunity. Otherwise, tasks and logs should be created at the account level.
Being aware of a customer communication style based upon the conversation and having the goal of tailoring towards the customer's demonstrated communication style.
What is flexing communication styles?
Asking questions that get at the heart of why the customer is calling can uncover THIS.
What is the customer's Unstated Needs/Motivations?