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Customer Service

Excellence is not a skill it is an attitude

https://online.testroom.com/79766RTW

acts

NO!

According to consumers, customer service agents failed to answer their questions 50% of the time

(Harris Interactive)

60% of consumers have higher expectations for customer service now than they did just one year ago.

(2015 Global State of Multichannel Customer Service Report)

89% of customers get frustrated because they need to repeat their issues to multiple representatives

81% of Americans say businesses are meeting or exceeding their customer service expectations

– Accenture.

(American Express)

When consumers have friendly customer service interactions, they are 20% more likely to reach a resolution and 25% more likely to be satisfied.

-Clarabridge

Tone of Voice

Our tone of voice is the way speak; what we say and how we say it.

Focus on a consistent combination of being friendly, welcoming and supportive.

The more consistent we are as an organization, the more we will be recognized as an understanding, trusting and likable agency that has been built on respect for others.

Going above beyond

Call Transfers & Placing Consumers on Hold

Most people get a knot in the pit of their stomach when they hear "hold, please," or are transferred during a telephone call, and with good reason. You will have to transfer callers or put them on hold from time to time; it is inevitable that you will face a high call volume or need to have someone else handle a particular consumer. It is important that your consumers do not feel punished or handed off because they are a nuisance. The best possible outcome is making the consumer believe the transfer or hold is in their best interest.

Placing Consumer's on Hold

Blind Transfers

People do not like being on hold. You never want to answer your phone with an immediate demand that the person wait on the line. Nothing is more insulting to consumers than the impression that you assume their call can wait before you have even spoken to them.

You never want to leave a customer on hold for more than 30 seconds without checking back. If possible, check back every 20 or 30 seconds.

Proper transferring and on-hold etiquette are essential to retaining consumers and keeping

Nothing is worse during a phone call than suddenly finding yourself talking to an empty line or being cut off mid-sentence, but many of us have had this happen. Someone transfers us to a different person without warning, knowing the other person is better suited to help us. But if we as counselors do not communicate this, the consumer may feel slighted or even think we have been cut off and simply hang up. Do not lose a consumer this way!

1. Inform the consumer. Let callers know you plan to transfer them, and give them the option to refuse. Your customer's time is valuable. If he or she believes being transferred and retelling the reason for the call is too time-consuming, the consumer may opt to leave a message or call back when less pressed for time. The consumer could be calling from work, or on a cell phone. Whatever the reason, a transfer should be made only with the caller's permission.

2. Give the caller the transfer information. Despite your best efforts, the call may be dropped during a transfer. It is extremely frustrating when a consumer has to call back but does not know whom to contact. This wastes the consumer's time. To avoid this, make sure you tell the consumer whom you are transferring them to, along with that person's direct extension. If the call is dropped, the caller can easily reach the correct person directly.

3. Always thank the consumer! Let your callers know you appreciate their patience and the opportunity to transfer them to the appropriate person.

4. Introduce the caller. Let the person know on the other end know who is being transferred. You should tell the person you have called who the consumer is and a brief summary of the situation. This will make both parties more comfortable and save time.

Creating a Positive Experience

Being a financial counselor at times is not an easy task, creating a positive experience by making a connection with our consumers will create an overall excellent experience

  • We have to be superior at what we do
  • We have to be models for what we want to see
  • We have to exemplify respect and understanding

"The way to gain a good reputation, is to endeavor to be what you desire to appear. "

-Socrates

MSD Customer Service

Excellent customer service means treating people with:

  • dignity
  • integrity
  • respect

It also means working towards eliminating any barriers:

  • language
  • information or communication
  • policy and procedure

The Basics

  • Red carpet treatment: They are #1
  • Acknowledgment: Every consumer we contact needs to be acknowledged as a person.
  • Personalized experience: We are building relationships through connections
  • Resourceful: Don't have the answer? Find someone who does!
  • Support: We are here for our consumers
  • Listen: Let them know you are hearing and understanding them
  • Knowledgeable: Stay up to date on policies & procedures

Dealing with Irate Consumers

7. Treat each caller the way you would want to be treated if you were the consumer. Remember, to always put yourself on the other end of the telephone line.

8. If you must keep consumer on hold, give “progress reports” every 30-45 seconds or so to let him/her know that they have not been forgotten or disconnected. If you don’t they may hang up, and you may miss a great opportunity at collecting the account.

9. DOCUMENT EVERY SINGLE CALL WITH A MEANINGFUL NOTE IN THE COMMENT FIELD, using abbreviations carefully and sparingly. Remember all who come behind you, including clients, must be able to understand what you are saying and what is going on. When entering comments remember to use the 4 W's:

 WHO: The person you spoke to (First and last name)

 WHERE: Residence, POE, Cell Phone, etc

 WHY: Reason for call

 WHAT: Outcome of call

10. Be careful about giving out private information to someone other than the consumer, consumer spouse, attorney and insurance company. Remember HIPAA, and use common sense.

11. Always address the caller with Mr. or Ms. And their last name. Never use endearments when addressing a caller (Examples… honey, friend, love, dear, buddy, etc.)

In our daily interactions with consumers, we are likely to encounter an irate consumer. If a consumer loses control or resorts to foul language, do not hang up. Give the consumer a second chance by explaining to them that this type of language is not acceptable and not needed. If after giving this second chance the consumer insists on using foul language or profanity or any offensive language then you may terminate the call. Make sure that you document the account clearly as to why was the call terminated.

If termination of the call is necessary, then you must say: “Mr/Mrs……, I am terminating this call. I am sorry that I was unable to assist you during this time, goodbye”. The client will be able to hear the circumstances and understand. Never hang up abruptly. Never slam a phone down, even if you think the caller hangs up first.

Telephone Etiquette

Many times the only impression a consumer has of Medical Services and our representation of our client is the one we make when we they talk to us on the phone. We must have a positive mental attitude and use a positive approach whenever we talk to the consumer, how you think is everything: Always be positive. Think success, not failure. Use positive statements when collecting.

3. Always ask for PIF first, if PIF is not possible then try to get a down payment and set the remaining balance into payment arrangements.

4. Always ask open ending questions instead of closed ending

questions. Examples: “How would you like to take care of this?”, “How much are you short from the total balance”, “How much time do you need to take care of the balance”.

5. Avoid technical terms and acronyms not generally used outside the collections or billing environment. They make no sense to the consumer and cause confusion which may result in anger.

6. Try to understand the consumer’s frustration with the medical billing process, as most do not understand it. If the consumer is hostile, do not take it personally. It is not aimed at you specifically. If the caller requests or you feel it is necessary, pass the call on to the Supervisor but please do not involve the Supervisor or volunteer a transfer to them just to get rid of the call. Learn to work the call and resolve the consumer’s problems.

1. Professionalism and courtesy are more important than speed of calls. Do as much as you can to keep from having to call back the consumer or having the consumer calling us back. The time spent is well worth the effort. Stay on course and focused towards the objective.

2. Your voice and how you use it are vital to your call. Identify the consumer and yourself and ENUNCIATE CLEARLY. A smile on your face is reflected in your voice. Be careful of the tone of your voice. Many times it is not what you say but how you say it that matters. Always maintain your composure.

Three Promotions!

Classified

Advertising Clerk

1 - Outside

Sales Coordinator

2 - Operations

Assistant

3 - Inside

Sales Associate

Remember

"You have 30 seconds to make a connection with your consumer"

It is not what you say, but how you say it

Tone of Voice is Key:

  • Ask with the confidence
  • Be friendly
  • Remember you are a professional

bwolters2018

Do you feel that's overrated?

– Forrester Research.

77% of people say that valuing their time is the most important thing a company can do to provide them with good service.

55% of consumers are willing to pay their in full or on a payment plan when they have a positive customer service experience (Defacto)

78% of consumer's bailed on a call, or chose not make a payment due to a poor service experience.

(Resource Nation)

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