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Why is it important to check in with a member during extended hold times?
Checking in reassures the member that their issue is still being worked on, reduces frustration, and shows empathy. This helps maintain trust and improves overall satisfaction
What phrase or action can leave a lasting positive impression at the end of the call?
Using a warm closing like: “Thank you for calling today. I’m glad I could assist you. Please reach out if you need anything else.” This reinforces care and professionalism,
Why is explaining next steps clearly important?
It reduces uncertainty and perceived effort, making the process feel easier for the member
What is one way to show empathy when a member expresses frustration?
Acknowledge their feelings and apologize sincerely, e.g., “I understand this has been frustrating, and I appreciate your patience while I work to resolve this.”
What is the benefit of summarizing the call before ending?
It reinforces clarity, confirms resolution, and shows professionalism, which increases trust and satisfaction
What impact does offering a final assistance question (“Is there anything else I can help you with today?”)
It ensures the member feels fully supported and valued. This simple step can turn a neutral experience into a positive one, increasing the likelihood of a promoter score
Why is empathy critical during calls?
Empathy helps members feel understood and valued, reducing frustration and increasing trust.
What does asking open-ended questions during the call accomplish?
It uncovers additional needs, shows genuine interest, and helps provide comprehensive support—leading to higher satisfaction and loyalty.
How can tone of voice impact NPS?
A warm, friendly tone builds trust and comfort, while a rushed or cold tone can make members feel undervalued, lowering NPS.
How can you turn a negative experience into a positive one?
By listening actively, apologizing sincerely, and providing a solution or alternative options quickly. Going above and beyond can convert detractors into promoters.
If a member expresses interest in CHOICES but later mentions ECF, how should you document and disposition the referral?
Document both interests accurately and disposition based on the member’s final choice. If they want to self-refer for ECF, note that clearly and do not mark them as ineligible for CHOICES unless confirmed. Accuracy prevents confusion and improves trust.
What should you do if you notice a member sounding frustrated after a long hold?
Acknowledge the delay, apologize sincerely, and reassure them you’re working on their issue. This shows accountability and care, improving satisfaction.
What does NPS measure and why is it important?
NPS measures member loyalty and likelihood to recommend the service. It’s important because it reflects overall satisfaction and trust in the organization.
What should you do if you cannot resolve the member’s issue immediately?
Explain the next steps clearly, provide a realistic timeline, and reassure the member you’ll follow through. This reduces uncertainty and effort.
What is the best way to handle a member who seems confused about the process?
Slow down, explain each step clearly in simple language, and confirm understanding before moving forward. This reduces effort and builds confidence.
What does “owning the member’s issue” look like in practice?
It means taking full responsibility for resolving the member’s concern, providing clear next steps, and following through until the issue is resolved. This reduces effort and builds confidence in the service.
How does accurate documentation impact member experience?
It prevents confusion, ensures proper follow-up, and builds trust. Inaccurate documentation can lead to repeated calls and higher effort
What does UES measure and how can you influence it?
UES measures how easy it was for the member to get their issue resolved. You can influence it by reducing transfers, explaining steps clearly, and proactively guiding the member.
Why is it important to confirm understanding before ending the call?
it ensures the member knows what will happen next and feels confident their issue is resolved
Why should you avoid transferring a member multiple times?
Multiple transfers increase perceived effort and frustration, lowering UES. Instead, take ownership and resolve as much as possible within your scope.
How can you reduce perceived effort for the member when they need multiple services or referrals?
By explaining the process clearly, assisting with referrals directly when possible, and avoiding unnecessary transfers. Proactive guidance makes the experience feel easier,
What is one proactive step you can take to turn a neutral experience into a promoter experience?
Offer additional helpful information or resources beyond the member’s initial request. Going the extra mile creates delight
Why should you avoid jargon when speaking with members?
Using jargon can confuse members and increase perceived effort. Clear, simple language makes the process easier and improves UES.
How can you personalize the interaction to improve NPS?
Use the member’s name, reference their specific needs, and avoid sounding scripted. Personalization makes the experience feel more caring and genuine.
How can proactive communication improve NPS?
By anticipating member needs and providing helpful information before they ask, you create a positive experience that feels personalized and caring.