The Etiquette Of Customer Service - 1601 Words

The Etiquette of Customer Service – Instructional Guide Overview Objective Key points How to say â€Å"I’m sorry† without apologizing in customer service? There are justifiable situations that require customer service representatives to say â€Å"I’m sorry† without apologizing. Situations include: a plan benefit that is not covered, denial of a pre-authorization, or an appeal denial. Session#1 I’m Sorry When this occurs, there are phrases that you can consider utilizing to indicate acknowledgment of the situation. †¢ â€Å"I sympathize with your situation/frustration†. As customer service representatives, it is sometimes required for us to allow our members to express their†¦show more content†¦Example: Scenario: The incorrect 2016 plan brochure was mailed to a member. Response: We are sorry for mailing the incorrect plan brochure to you. 4. Ask each group to designate a person as the member and a person as the customer service representative. 5. Allow the groups five minutes to brainstorm their presentation details. 6. After five minutes – Stop the groups. 7. Ask each group to come to the front of the room and do their presentation. Minutes to complete role play (10 minutes) Debrief Based on the scenarios presented, ask the class how they would feel if they were the member or the customer service representative? Ask the class, to reflect back on a similar complex situation that a member had called on, after this training, do they believe that they could have handle the situation differently? Questions Session #2 Anticipating unasked Welcome back to Session 2 of our summer soft skill program. We are continuing our discussion on customer service etiquette. Last time we had discussed about how to say â€Å"I’m sorry† without apologizing. This session we are going to look at how to anticipate unasked questions. questions Key Points In customer service, everyone should always be prepared to anticipate unasked questions. With being prepared, our members will feel we are paying attention and