Documentation
What information must be entered into the subject line?
Saved/Cancelled, plan name, refund/gratuity
Where can we locate contract T&C?
Retention, Sales, or Claims SAS under the policy
When someone is calling to report a customer deceased, what must they verify in order to cancel?
Name, address, phone number, payment method. If unable to verify payment method, still proceed with cancellation and note they couldn't verify payment method.
Will using the H.E.A.R. Strategy work with de-escalation?
Yes
What is the first tool we should use for rebuttaling?
FABs - ensure the customer knows the value of the policies
When doing notes, what must be included in the body?
Spoke to-
What/why they want to cancel-
Saves attempt-
Outcome/Did they cancel?
Refund/Gratuity/discount amounts if applicable:
What Percentage is our 1st and max attempt (typically)
25% and 50%
Can we save a moving customer? If yes, how?
Yes. Cancel old home / re enroll new home. Mark new home as saves.
True or false: Its not what you say, its how you say it.
True
What is the FIRST THING we should do with every call?
ID&V / caller intent.
Verify what plans they have vs what they want to cancel
What dispositions must we select for Method , Type, Area & Status in our CMS notes?
Method – R MAG Phone
Type – R1 Cancellations
Area – M Mag
Status – Typically C Closed.
If retention SAS says not to save at the top of the page, what do we do?
Check claims and if no claims or not a lot of claims, proceed with following our strategy.
How long must a contract remain active after your conversation for it to be considered a save?
90 days
How long does it take to make a first impresson?
Research shows that most people make a first impression of a person within 7 seconds. Experiments by Princeton researchers even suggest that people can make accurate judgments of others within 1/10 of a second.
Is it a save if the customer tells us they will cancel after our offer is expired?
When requesting documentation, what status should your note be left in?
a - open
j - awaiting documentation
Which SAS can we use to reprint T&C?
Sales SAS
If there is an issue with applying a discount (not applying correctly, affecting contract price, etc), what template do we use?
The discount template (found in teams)
Why is empathy important in de-escalation?
Shows the customer we are their advocate and on their side.
1-2 per call
What documents are needed to refund a customer who sold their home? How many months can we refund the customer?
Bill of sale, tax form showing home sold. 6 months max
What are some of the resources available in retention SAS?
What are the top gun behaviors?
If a customer is upset about a repair issue, what is the best way to handle the call?
Listen to the customer, promise to help, look into claims notes/claims sas, reach out to repair if needed or explain what would be covered under policy / resent T&C
What is the H.E.A.R strategy?
H – “Hello”. Greet the caller in a fresh, “1st call of the day” tone. Use caller name. (“Am I speaking with Mr. Thompson” if verified.
E- “Empathy”. Respond to reason for call with Empathy or Emotion
A- “Acknowledge/Assure”. Acknowledge validity of concern, Assure caller of HomeServe desire to assist. (Actively Listening)
R- “Reposition/Resolve”. Reposition yourself as the customer advocate or partner in Resolving the issue.