NE Chat Training

Open Ended

What are the pros of chat customer service for our customers?

Open Ended

What are the pros of chat customer service for CCC?

Open Ended

What are the cons of chat customer service for our customers?

Open Ended

What are the cons of chat customer service for CCC?

Open Ended

How would you improve his chat?

Open Ended

How would you improve this chat message?

Open Ended

How would you improve this chat?

Open Ended

How would you improve this chat?

Open Ended

How would you improve this chat?

Open Ended

Type your response if a customer is upset about the request being 48 hours old on a 4 hour turn around time.

Open Ended

An adjuster calls in and is upset that we cannot assist with a secondary over chat. How would you respond (after using the quick reply) if they keep pushing for your to complete?

Open Ended

How would you change your response from this one: " Let me research that... I think it might be CRV. "

Open Ended

List some words that might be perceived as curt.

Poll

How do you feel about pace and content?

• I am struggling with content and pace is too fast.

• Pace is ok but I am not sure I'm understanding...

• Feeling comfortable with content. Pace is fast.

• Feeling comfortable with content. Pace is good.

Activity

Call, Chat, or Portal?

Multiple Choice

An adjuster requests a new PPV valuation.

• Call

• Chat

• Portal

Multiple Choice

Questioning the comparables used on the valuation.

• Call

• Chat

• Portal

Multiple Choice

Adding a snow plow to the completed valuation.

• Call

• Chat

• Portal

Multiple Choice

Adding engine comments on a Toyota Corolla.

• Call

• Chat

• Portal

Multiple Choice

The adjuster wants to add the navigation option and update the zip code on a file that has been completed.

• Call

• Chat

• Portal

Multiple Choice

The adjuster thinks the value is low.

• Call

• Chat

• Portal

Multiple Choice

Updating the mileage from 150,000 to 154,031 on a 2009 Hona Accord.

• Call

• Chat

• Portal

Multiple Choice

The adjuster is contacting us to see how much the navigation and body side moldings add.

• Call

• Chat

• Portal

Multiple Choice

Adding rear Spoiler and the adjuster can't access the portal on a Subaru WRX.

• Call

• Chat

• Portal

Multiple Choice

Wondering why the request is not completed.

• Call

• Chat

• Portal

Quizlet

https://quizlet.com/754518953/chat-dispositions-flash-cards/

Activity

Select the appropriate quick reply

Multiple Choice

Adjuster did not give office id.

• Unfortunately, I am not equipped to help you on that using the chat feature. To complete this request, please call our customer service team at 1-800-621-8070 following the prompts 1, 2, 3. Our team is available to assist you Monday-Friday from 6:00am-9:00pm CT and Saturday from 7:00am-4:00pm CT. Is there anything else I can help you with today?

• To complete this request, we will need a five digit office ID. Would you like me to provide instructions for locating your office id on CCC One or CCC Portal?

• Your request has been processed and the Market Valuation Report is now available via the CCC Portal. Is there anything else I can help you with today?

• Do you mind if I take 2-3 minutes to research this?

Multiple Choice

What is the best quick reply to use as you're pulling the file up and reviewing notes/details?

• I'd be happy to assist you with that. One moment while I pull up your file.

• To complete this request, we will need a 5-digit office ID.

• Unfortunately, I am not equipped to help you on that using the chat feature.

• Your request has been processed and the Market Valuation Report is now available via the CCC Portal. Is there anything else I can help you with today?

Multiple Choice

Adjuster is checking status on a quote file.

• I apologize for the delay. We are currently contacting dealerships to obtain quotes. We are at the mercy of the dealerships to work with us and will process the request as soon as we can. Would you like me to verify you are setup for email once the request is completed?

• Your request has been processed and the Market Valuation Report is now available via the CCC Portal. Is there anything else I can help yo

• Sorry about the delay in processing this request. This vehicle does require more research via a manual search of the market. It is currently in our queue and will be processed as soon as possible. Would you like me to verify you are setup for email once the request is completed?

• Sorry about the delay exceeding the quoted turnaround time.

Multiple Choice

The request is going to take a couple minutes to complete.

• I apologize for the delay. We are currently contacting dealerships to obtain quotes.

• Your request has been processed and the Market Valuation Report is now available via the CCC Portal. Is there anything else I can help you with today?

• Do you mind if I take 2-3 minutes to research this?

Multiple Choice

The adjuster has comparables they would like us to review.

• I apologize for the delay. We are currently contacting dealerships to obtain quotes. 

• Unfortunately, I am not equipped to help you on that using the chat feature. To complete this request, please call our customer service team at 1-800-621-8070 following the prompts 1, 2, 3. Our team is available to assist you Monday-Friday from 6:00am-9:00pm CT and Saturday from 7:00am-4:00pm CT. Is there anything else I can help you with today?

• Sorry about the delay exceeding the quoted turnaround time.

• Would you mind a brief hold while I transfer you to a specialist who can review those comparables?

Multiple Choice

The adjuster is checking status and the file is within the typical turnaround time.

• Sorry about the delay in processing this request. This vehicle does require more research via a manual search of the market. It is currently in our queue and will be processed as soon as possible. Would you like me to verify you are setup for email once the request is completed?

• Do you mind if I take 2-3 minutes to research this?

• Would you mind a brief hold while I reach out to a valuator to see if they need any information to process your request?

Quizlet

https://quizlet.com/754779439/pv-chat-quick-replies-flash-cards/

Role Play

Quick Reply Practice