Customer service
What are 3 ways we can uplift CHI?
Asking for feedback off the back of a good call
Showing empathy and building rapport
Raising complaints
How do we push for a DD instead of a manual PA?
Benefits - DD goes out automatically, don't need to remember to pay, no debt follow up as it'll go out on same day every month, discounted rates
If we see "Chronic/serious illness - Other" on NextCare - what do we need to do? Please give me a live demo
Ask the customer what this is regarding, update it on NextCare specifically to show what it is and ask around impacts etc and who it's involving
What does the A in RAVE stand for?
Actively listening to your customers needs and show them that you care
Highlighting past payments, discussing benefits of making a payment, highlighting consequences, building rapport
Why is it important to update NextCare?
Ensure we have all the right vulnerabilities on the account so we can have informed conversations and offer correct services. If new schemes come out, we're targeting the right (HRV) customers
Why is raising a complaint an important part of customer service?
What's the benefit of focusing on DD kept rates this year?
To ensure long term arrangements are actually being kept to, avoid customers going round & round in a debt cycle, support bad debt as a business
Where do we go to update a child who has autism on NextCare? Please give me a live demo
Live demo
How do we represent the 'V' in RAVE?
V = Verify you will own their query and action everything needed
TOFU - Taking ownership and following up.
Communicate your ownership, reassure customer, tell them who you are
Investigate & verify the problem, ultimately do the work to take full ownership
Keep your promises
Expectations - be honest about what you can and can’t do
Action everything needed for the customer & the business - did we explore NextCare? Did we discuss a suitable PA? etc
How could we redirect a complaint call to still obtain a debt outcome?
Advise we'll look into the complaint and investigate further. Aside from this - there's a debt balance is still on the account, last payment was on this date etc - can we at least take a payment today to show willingness/engagement? Can we set up a PA in the meantime whilst we look into the query? Can we agree a one off payment?
What is the impact to the customer if we leave 'Other' on NextCare even though we know what the 'other' is?
Having the same conversations, bad customer service, not eligible for schemes they should've been eligible for, services not offered
What are some ways we can end the call with clear next steps?
Consequences, recapping PA & discussion overall, asking for a payment again, highlighting account health checks (e.g. smart, meter reading etc), sending follow up email, asking if anything else needed
How can we be assertive when offering SPAYG?
Highlight it isn't an option but something we need to do as DDs haven't worked in the past, advise of benefits & consequences. Use payment history to back it up
What do we go to to report NextCare issues?