Lewis and Clarke CX Phone Training
Overview
The following course will take new customer service phone team members through day one of onboarding training.
These step-by-step sound bites will walk team members through:
1. Logging into the appropriate applications to take calls and submit tickets
2. How to answer customer phone calls and transfer to the corresponding department
3. Edit customer profiles: name, email, address, and Add-Ons
4. Ending a call and submitting a ticket
Phone Team Training
Welcome to phone training for the Lewis and Clarke Insurance Company. Click on the above sound bite to hear our Welcome message. Move onto the next section when finished!
Learning Goals
The sound bite below will discuss the learning objectives for today's training. It's important to know what the goal for the training is so you can anticipate what you will need to learn by the end of the day today. Listen to the sound bite before moving on.
Preparing CX Applications
Before you can beging to take calls from customers, you must have access to the applications that connect you to customer profiles and the online service that allows you to receive customer calls. Listen to the video below for a step-by step tutorial to get started. Once your computer applications are set up, move onto the next video.
Taking A Customer Call
Now that you have your apps set up, it's time to take a customer call. Don't worry, you won't be taking any real customer calls yet. These are just practice calls to walk you through the process. Both of our CX computer applications will take you through the process of filling out a ticket, which you can hear about in our next video below.
Transfer Calls
You may want to take out a pen and paper for this next part! We are now going to identify each department's extension number so you can accurately transfer customer calls.
Primary Policy Holder
Now that you can transfer customers to other departments, let's talk about customers that you can service. You can help anyone calling in to make small changes to their user profile. Insurance can be a very rules heavy industry because of legality. These next steps are very important to make sure that you are getting customers to verify their information before making any changes to their profile. Listen below for the steps how.
Add-On's
There are several ways you can add someone to a policy holder's account. However, it must be done correctly to remain compliant. Listen to the video below to hear the different types of add-on's we offer.
Submitting the Ticket
Now that you've made changes to the customer's policy, save your changes, send a new copy of the policy document to your customer, end the call, fill out your ticket, and you are done! Listen to the video below to complete these steps.
Well Done!
You did it! You got through your first customer call. Your trainer will now help you through several more practice rounds to get comfortable with the process. At the end of the day, you will conduct three faux calls with your trainer, get feedback, and complete day one of your onboarding training!