HELLO?
What must we do on every call when anyone aside from the call holder comes on the line?
Read Call Recording Disclosure
what CHC lets us now when it is acceptable to disconnect a call?
CHC - AAC Call Handling Guidelines
What are RBB benefits?
Fee based Benefits
What system do we use to locate RBB coverage?
TACC
what is Customer first?
The fulfillment of delivering excellent customer service
What must we do if the customer states they are recording the call?
1) "I do not give you permission to record this call."
2) Continue to resolve their concerns or questions.
3) Document the policy, certificate, or claim, indicating that the Caller wanted to record the call and you did not give permission to record the call.
What CHC will indicate the call recording disclosure verbatim?
Call Disclosures
What type of benefit is an RBB?
PRIMARY INSURANCE
TACC- RBB HISTORY ENROLLMENT Drop down
What are the four fundamentals of Customer first
Open with Connection
Comit to Solve
Deepen Membership
Close with confidence
What must be read on every call you verify an email address on?
email disclosure
What CHC will give me the description of coverage for all benefits?
CHC - Description of Coverage (DOC) - Home Page
Are new enrollments available for RBBs?
YES- FOR PCRP Premium Car Rental Protection ONLY
Where can we CANCEL a RBB benefit?
TACC- enrollment history
In our customer first, what are the elements of "Open with Connection?"
Warm Welcome
Human Connection
Acknowledge Emotion
What must you do if a customer becomes irate on a call?
Attempt to de-escalate and resolve the reason for the call
What CHC is used to indicate the essential information that should be added when notating TACC?
Add a Note - Tracking All Client Communication (TACC)
Name 5 RBB benefits
Premium Car Rental Protection (PCRP)
Executive Baggage Plan
Baggage Delay and Loss Prevention
Premium Baggage plan
Travel Delay
What are the client search options in TACC?
card number
policy number
first, last name and DOB
Will also accept in addition to:
AETI/ TCG Covered traveler
Alternate search options
Give me an example of closing with confidence after you have provided a long time, card member with benefit information and sent them a copy of their policy?
acceptable: any answer that includes a recap of the benefit information, the steps taken to send a copy of the policy and shows appreciation for long time loyalty/"we are always here when you need us..."
What benefits will you be enrolling our customers in?
Premium Car Rental Protection (PCRP)
and AETI products:
global medical protection
global trip delay
global baggage protection
trip cancelation and interruption
travel accident Protection
gold travel protection
what CHC will we use to enroll our customers in PCRP?
Enroll RBB and PCRP and Rewrite AG, APP, TMP - Licensed Producers and Limited License Authorized Representatives
WHAT RBB Product will you be enrolling customer in?
PCRP
What system is used to verify the customer if the IVR was unable to verify them?
ISP
What are the 3 commitments we make to our customers in our Customer First promise?
- Keep things simple and EASY for our customers
-RECOGNIZE, know, and care for our customers
-Own and SOLVE customer issues the first time