customer value

Front

Which of the following best demonstrates compassion during a call?
- Quickly completing the call to save time
- Repeating policy information word-for-word from the script
- Acknowledging the caller’s frustration and expressing understanding
- Asking the caller to call back later when you're less busy

Back

Acknowledging the caller’s frustration and expressing understanding

Front

A caller is clearly upset about a delay. What is the most compassionate first response?

Back

I understand how frustrating that must be. Let me see what I can do to help.

Front

True or False: Saying “I’m sorry you’re going through this” is an appropriate way to show compassion.

Back

True

Front

A customer shares that they were injured in the accident. What response best shows compassion?

Back

I’m sorry to hear that. Take your time, I’m here to help.

Front

What tone of voice best conveys compassion over the phone?

Back

Calm, warm, and attentive

Front

Which of these is NOT a way to show compassion? Active listening, Using the caller's name, Offering to follow up personally

Back

Interrupting to save time

Front

What is the best way to ensure the caller understands next steps?

Back

Summarize the next steps clearly and ask for confirmation

Front

Which statement provides the most clarity: “It should be fine.”, “Someone will reach out eventually.”, “Your adjuster will call you by Thursday with an update.”, “That’s not my area.”?

Back

Your adjuster will call you by Thursday with an update.

Front

True or False: Using technical terms and internal jargon helps the caller feel more informed

Back

False

Front

The insured seems confused about their coverage. What’s the best way to help them?

Back

Explain the coverage in plain language and check for understanding