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Written by Emil Hajric
Updated at August 24th, 2021
5.14.1 Customer Care complaints
If trigger language, including a customer request to speak to a supervisor, is used during a call, use the following steps:
1. Stay calm and be confident when speaking with the caller.
2. Make all attempts to de-escalate the caller by ensuring that you can get the claim moving in the right direction. This includes ensuring that proper steps are taken to advance the claim by requesting work items (for example, inspection, exception, draw, payee requests, and so on).
• Suggested scripting: "I do understand you would like to speak to a supervisor. However, if you would allow me the opportunity, I would like to assist you today. If you feel additional assistance is still needed, I have a Resolutions specialist who can further assist you. May I continue to assist you with your claim?"
IMPORTANT! Make sure that all required documents are received and filled out properly prior to requesting the work item.
• If an expedited request needs to be submitted via email to rush processing of necessary items, coordinate with your supervisor or senior specialist.
3. Use the following suggested scripting when the customer requests to speak to a supervisor, and all attempts at de-escalation were followed: "I'm sorry I was not able to provide resolution to your concern today. Is there something you would like me to clarify or go over again with you?"
If |
Then |
The customer gives a positive response. |
Continue with the call. |
The customer gives a negative response. |
Proceed to step 4. |
4. Is the call received during the normal hours of operation?
Yes |
Use the following suggested scripting: “I can certainly transfer you to a resolutions specialist. However, they are not a supervisor, but they are specialized in handling Loss Draft situations like yours and would be able to assist you further. Would you like me to transfer you?” |
|
Yes |
a. Warm transfer the call to the Resolutions team at extension 5047265. b. Do not open the Verbal Complaint stoplight. The Verbal Complaint stoplight needs to be opened by the supervisor or senior specialist who accepts the call transfer from the Loss Drafts Customer Care specialist. IMPORTANT! If a Verbal Complaint Research Stoplight is still open or at second level review, an additional stoplight should not be opened. The Verbal Complaint Research Stoplight will remain open while being processed and closes upon completion.
|
|
No |
Proceed to step 5. |
|
No |
Proceed to step 5. |
|
5. Is a supervisor or senior specialist available?
If |
Then |
A supervisor or senior specialist is available. |
Warm transfer the call to him or her and use the following suggested scripting: "Mr. or Mrs. caller's last name, thank you for holding. I have team lead's, supervisor's, or senior specialist's full name on the line, who will further assist you." |
A supervisor or senior specialist is not available. |
Use the following suggested scripting when returning from hold: "Mr. or Mrs. caller's last name, thank you for holding. My supervisor, team lead or manager's full name, is not available at this time to assist you. But you are very important to us and we want to ensure your concerns are addressed quickly. I would be able to transfer you to his or her voice mail and request a call back within 1 business day. May I obtain a good contact phone number for you to be contacted?" |
The call is transferred to the Executive Resolutions team or supervisor. |
Do not open the Verbal Complaint stoplight. The Verbal Complaint stoplight needs to be opened by the supervisor or senior specialist who accepts the call transfer from the Loss Drafts Customer Care specialist. IMPORTANT! If a Verbal Complaint Research Stoplight is still open or at second level review, an additional stoplight should not be opened. The Verbal Complaint Research Stoplight will remain open while being processed and closed upon complaint completion. |
