Recap Week 2 by Rai, Abhishek

Introduction to Cathie.

abhishekrai1 — 2024-02-26 09:46:11 UTC

It is a tool on which we can check the customer membership details.

Steps are as follows:

Click on new and select phone call inbound.
Enter membership or policy number and search.
Scroll down and you will be able to see customer information, click on select and verify the customer.
Click on the submit button and the membership pops up.
Here we can go to the policy of the customer and the previous interaction as well as payment details. You can check all the details of the customer and its history.
By using Cathie, we can do these changes as MSAS - Change of name, address, telephone, vehicle. Upgrades and cancellation.

Queries, information and wrapping calls.

abhishekrai1 — 2024-02-26 09:50:41 UTC

In Cathie we can solve the customer queries and give an appropriate information regarding their policy and once we make the changes which the customer requested us to, we can proceed on to the wrap up icon which saves the changes we made.

Framing Success.

abhishekrai1 — 2024-02-26 09:59:30 UTC

Framing success refers to quality assurance framework.

Soft Skills.

abhishekrai1 — 2024-02-26 10:02:49 UTC

Soft skills are your personal attributes. They directly relate to how well you can work with and interact with others. Unlike hard skills, soft skills are more difficult to learn, given their innate nature.

Active Listening: This skill involves understanding the most critical points of what a customer communicates to you. By actively listening, you can identify their needs, address their problems, and provide better service.
Empathy: Being empathetic allows you to connect with customers on a deeper level. Understand their feelings, concerns, and perspectives to offer compassionate assistance.
Conflict Resolution: In customer service, conflicts may arise. Developing conflict resolution skills helps you handle disagreements professionally and find mutually beneficial solutions.
Problem Solving: Quick thinking and resourcefulness are crucial. Customers appreciate representatives who can analyze situations and provide effective solutions.
Effective Communication: Clear communication is vital. Whether it’s written or verbal, being able to convey information concisely and accurately ensures a positive customer experience.

AA HELP.

abhishekrai1 — 2024-02-26 10:06:29 UTC

AA Help is a tool on which we can check the Dual Cover of the customers and as well as their breakdown history.

To access this tool, we require customers surname and postcode. For accessing breakdown history, we require the customer vehicle registration.

Live Person.

abhishekrai1 — 2024-02-26 10:10:10 UTC

Live person is the platform where we interact with the customers and provide them the resolution.

One Note.

abhishekrai1 — 2024-02-26 10:11:50 UTC

One note is basically a handbook or a tool where we can access all the predefined information which helps us while taking the chats.

Change of personal details.

abhishekrai1 — 2024-02-26 10:22:38 UTC

Before we make any changes, we should always do the dual cover check. Incase customer has a dual cover we will inform it to the customer.

Change of phone and email number:

Open Cathie > and do the IDV > select membership > add task > update my details > select contact details > submit > enter new primary/secondary phone number and email address > submit.
Wrap Up.

MTA Changes.

abhishekrai1 — 2024-02-26 10:23:51 UTC

Change of name, address, cover details and vehicle details.

Open Cathie > and do the IDV > select membership > add task >select MTA road data change>select personal details>add title, first name, surname, dob, any additional details> press next.
Go to interaction and approve.
Wrap up.

We can also change address cover details vehicle details and payments as well by following these similar steps.