eService Review

Policy Holder calls to make a change to their billing. When will they see the changes online?

• Immediately

• 24-48 hours

• The next day

• Never

Answer explanation

It's a good best practice if you are making changes to billing is to remind the customer that they will see the changes the next day online or on the app.

Online policy changes are not allowed for Omega 2

• True

• False

When registering a customer for eService the password must be......

• Liberty1

• whatever the customer tells me

• unique to the customer

• anything I want it to be

Answer explanation

KM1032126 shows this in step # 3 for eService Password Reset

If a customer calls you or is transferred to you for assistance with eService registration you...…

• offer to set up the profile for them

• send them the eService registration link

• Walk them through how to set it up themselves

Answer explanation

If you offer and they say they want to do it themselves that is fine but always offer first. Be proactive about it. It will really help your AHT if you just do it. :)

When setting expectations for customers changing their eService password after you create it for them, what questions should you ask so ensure you are guiding them to the correct location?

• Are you at your house or work?

• Are you on a computer or smartphone?

• Did you want help changing your password?

Answer explanation

If they are on a smartphone, you will want to ask are you on the app or a browser?

A good best practice for eService calls, is to start creating an account for a customer while they are telling what's wrong if an account is not already created.

• False

• True

Answer explanation

This will help your AHT. You can also start your comment as well. :)

Now that you are a member of the eService team, what is a good greeting when answering a transfer call? (Multiple answers)

• Thank you for calling LMI, my name is ______, may I have your name and address please?

• Hi, how can I help you?

• Thank you for calling LMI, my name is____ on the internet team, may I please have your first and last name?

Answer explanation

This will help the customer to know they got to the correct location and they know right away they got to the expert!

What is the best place to find the answers to your eService questions?

• LibertyMutual.com

• eService Cheat Sheet

• Auto Cheat Sheet

Answer explanation

Starting here will make it so much easier. In your down time over the next couple of days I encourage you to get familiar with where everything is.

If the customer doesn't have a ssn on file, what numbers do you use for the ssn when registering their account?

• 1234

• 0000

• 0001

• 0101

Answer explanation

You can let them know that if they every forget their password that they will need to use the 0000 for the ssn since we no longer ask for that.

If an account is disabled for Compliance Purposes, we can create another account for them so they have access?

• False

• True

Answer explanation

Follow guidelines in KM1053761 Account Disabled for Compliance Purposes for more info