Customer Service Basics Module

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What are the 4 points of ID that we ask for?

• Full name

• Date of birth

• How many people are covered on policy

• Address

• Membership Number

Before placing a member on hold what do we ask?

• "Just putting you on hold"

• "Do you mind if I place you on hold?"

• "Won't be long"

When retrieving a call, what do we say?

• "Thanks for holding...."

• "Ok the answer is...?

• "Right O, your answer is...?

If you don't know the answer to a members question, what do you advise the member prior to transferring the call?

• Transfer the member without advising anything

• Advise the member why you are transferring the call e.g. To make that change I need to transfer to the membership team, do you mind holding one moment?

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What is important when leaving notes on a membership?

• Ensure the next person can determine what happened in the conversation

• Just write down the important points that were discussed

• Write how annoying the member was with all their questions

• Ensure all points that where covered off in the conversation are noted

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What do you need to do before placing a member on hold

• Make sure you have ask enough questions

• Paraphrase back to the member to ensure you understood

• Check if they have any further questions before placing on hold

• If you are going to be a while advise this or offer a call back

If you're not sure of the answer to their question, what do you tell the member?

• Great question, do you mind if I place you on hold to get you the answer?

• I have no idea

• Maybe the answer is.......

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What are the important steps when closing a call?

• Ask: Is there anything else I can do for you today?

• Confirm the member understands the information provided

• If any actions will take place, clarify them

• End the call with "See ya buddy"

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What are some things NOT to say to a member?

• I don't know.....

• Unfortunately, ......

• Umm.... I think

• Maybe if......

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Where can you find the answers to member questions?

• Ask Guru

• Seek help within the team

• Seek help from Manager

• Call the appropriate person e.g. accounts, hospital, medical etc