Client Care
When taking cases from the queue, how many should you take at once?
No more than one case at a time.
What actions should be complete before exiting out of case?
What is responding to associate, update empty fields, escalate if necessary, mark the status accordingly?
What should you pull up on your screen when getting a call?
What is their name in Lightning, and the Business Center.
Change the status of the case to waiting for support and await a response from the client team.
What is a parent case/our own case?
Client Cares phone number.
What is 703-793-6200?
When you follow up with a client team, what should you do in the parent case?
What is respond to the associate and change the status of the parent case?
Associate on the phone says they spoke with someone and are following up.
What is looking at case histories to match what they are saying?
An associate is asking about payment timing and are on our payroll services (think what resource we can use)
What is a template response in lightning?
Client Care's operating hours.
What is 8:30am-8:00pm EST Monday-Friday?
When a new case comes in and you have to escalate to a team, when do you respond to the associate?
What is respond to associate right away, whether it be an update, answer or that you are looking into it for them.
An associate spoke with another CC member, they have an open case but are waiting on the Client team for a response/update.
**What is - we can all assist each other and add appropriate comments?
(What are some examples of when to help and when to transfer to the person they are asking for?)
A follow up email comes in as a separate case about the same issue.
What is reasearch the older closed case for context clues? (and continue in the new case, do not reopen the old case.)
Has a passion of travel and has visited 33 countries.
Who is Lety
Services that we offer.
What is Business, Vendor, Payroll, Corporate Services?
You have followed up with the client team two or three times and they have not responded.
What is loop in Meredith?
Call starting with "I NEED TO SPEAK WITH A MANAGER NOW, I HAVEN'T BEEN PAID"
**What is get their information first and calmly proceed?
A manager emails us about approving time.
A manager emails us to follow up with an associate.
What is sent to the client team?
What is we can acknowledge the manager and reach out to the associate?
Is it acceptable to copy and paste emails when escalating cases?
No - you should be asking directly what is needed from the party you have escalated to.
You've been on the phone forever, since to be getting nowhere but need help and nobody is responding on Teams.
What is get their information and let them know you are going to look into this further and give them a call back?