Active Listening
This behavior falls under which competency rating: "You recognize personal signs of conversation disengagement and/or distraction and take steps to remain consistently focused on the customer."
What is Emerging (PLRM11929)
Wells Fargo is calling to confirm coverage for our members policy. After review and an update to the address, they ask if you can look at 5 other policies with them. What would you recommend for them to do next time?
What is offer/ recommend third party website
True or False Member can file a claim on Nationwide Mobile App
What is True (PLRM11191)
True or False - Member can make a reinstatement payment through IVR
What is True (PLRM12366)
What are the four Hoshin Pillars
Voice of Customer
Voice of Associate
Voice of Business
Voice of Process
This behavior falls under which competency rating "You rush or interrupt the caller in some instances and may seem impatient at times."
What is Novice (PLRM5911)
Member calls in to pay their past due payment, claiming they get paid towards the end of the month and will possibly do it again next month. What tailored option would you offer them?
What is Due date change
These are the 2 forms of information a member can use to sign up for the nationwide mobile app, to lookup and validate.
What is any valid email or phone number stored in ECIF. (PLRM12499)
True or False. Member can file a claim through Toll-Free IVR
What is False (PLRM11191)
Hoshin means ______________ in Japanese.
North Star
If the associate does not ask ________________ , they will not be able to see things from the caller’s perspective and respond accordingly.
What is Listen (PLRM11929)
What type of questions would you ask to assist with Next Issue Avoidance?
Probing/clarifying questions
True or False. Member cannot update RBC on the Nationwide mobile app
What is False (PLRM12366)
True or False - member can find out who their local agent is through the IVR
What is False
Rank in JD Power Call Center Representative top 25, falls under which Hoshin Pillar
Voice of Customer
Member has tried all day to log into Nationwide.com to make a payment but unable to log in. They need you to email them their POI. What option would you offer on top of emailing out the POI?
Password Reset (PLRM12048)
Member has Nationwide.com and is set up for paperless but admits they fail to check their emails on a regular basis to verify when their bill is due. What other option would best suit the members needs?
What is text messaging (PLRM12250)
This option allows you to send the iPhone or Android link to the member so they may access Nationwide Mobile App
What is Text it to them(PLRM12499)
Members husband can call on her behalf to get access to their online account and request password reset
What is False (PLRM11474)
Voice of Business: Our 2019 Objective is to reduce service center interactions per PIF by additional ___%
what is/ 10%
This behavior falls under which competency rating: "You consistently reassure the customer by allowing them time to express themselves and tailor your communication style based on their personality"
What is Advocacy (PLRM11929)
This will help get you to what level competency for Next issue avoidance … “You offer best-fit options personalized to the customer’s unique situation”
What is Advance Level
True or False Member can make a payment on a cancelled policy eligible for reinstatement through Nationwide Mobile App
What is False (PLRM11191)