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Questions and Answers
What should you do if you are unable to reach a member by phone?
What should you do if you are unable to reach a member by phone?
- Try calling them again later
- Send them an email immediately
- Follow-up with an email explaining the situation (correct)
- Don't do anything
What should you do if the first call to a member is unresolved?
What should you do if the first call to a member is unresolved?
- Do nothing
- Escalate the issue
- Send them an email with a resolution (correct)
- Call them again
When should you email a member to reset expectations?
When should you email a member to reset expectations?
- If the member is expecting a resolution within 48 hours
- If the member specifically requests it
- If the frontline has not set any expectations (correct)
- If the member has not responded to your previous email
What should you do if there is a delay in resolving a member's issue?
What should you do if there is a delay in resolving a member's issue?
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What should you include in a negative resolution to a member?
What should you include in a negative resolution to a member?
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