CUSTOMER SERVICE RESPONSE

Customer Experience Onboarding with the CEO

Listen to Compliment Call for Customer Experience Agent

Customer Experience Training with CEO – Payments, Endorsements, Renewals, Pending Cancel

Customer Experience Training with CEO Part 2

Customer Experience Training with CEO_Script for Pending Cancellation

Customer Experience Training with Miss Janice Part 1

Customer Experience Training with Miss Janice Part 2

1 Quiz

CSR ASSESSMENT PART 1

8 Topics

Auto Insurance Coverage

1 Quiz

CSR ASSESSMENT PART 2

ELECTRONIC SIGN USING GHL

MORE TRAINING VIDEOS

12 Topics

HOW TO REPORT A CLAIM-CFP

Looking for Lower rate

Monthly Payment Receipt

Monthly payment workflow and tagging in GHL

Pending Cancel – Arrowhead

REGARDING TRANSFER CALLS TO ACEE

Turborater – Quoting and Binding

How to Activate Tags in GHL for GGIS, Osteo, and UYT for Review

How to Collect Payment – National General

How to Extract Data from Bristol

How to process Pending Cancel – Safeway.

How to process Pending Underwriting- Carnegie

Homeowner Insurance Coverage

1 Quiz

CSR ASSESSMENT PART 3

CSR ASSESSMENT PART 1

CUSTOMER SERVICE RESPONSE Customer Experience Training with Miss Janice Part 2 CSR ASSESSMENT PART 1

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Question 1 of 16

1. Question
What should a customer service representative do if they don’t know an answer according to
the transcript?
- Pretend to know the answer
- Hang up the call
- Ask for assistance to find the answer
Question 2 of 16

2. Question
What indicates a valuable employee in the context of customer service?
- Quick call handling times
- High sales numbers
- Customers requesting to speak with them by name
Question 3 of 16

3. Question
Why should background noise, like roosters, be avoided?
- It distracts customers and reduces professionalism
- It creates a casual and friendly atmosphere.
- It helps the caller relate to your situation.
Question 4 of 16

4. Question
How should you greet a customer?
- "Hi, ma’am/sir. What do you need?"
- "Hi, how can I assist you today?"
- "Hi, good afternoon. This is [Your Name] with Global Guard Insurance. How may I help you?"
Question 5 of 16

5. Question
Should you use “ma’am” or “sir”?
- Yes, it shows respect.
- No, it creates an unnecessary hierarchy.
- Yes, only for certain customers
Question 6 of 16

6. Question
How can you keep the conversation engaging during a call?
- Only focus on solving the issue without small talk.
- Use pauses to let the customer talk more
- Ask about their day and keep the conversation flowing.
Question 7 of 16

7. Question
What is liability coverage?
- Coverage for damages to the policyholder’s car
- Protection for damages caused by the policyholder to others.
- A policy that covers all risks
Question 8 of 16

8. Question
What is a non-owner policy?
- A policy for someone who owns multiple cars
- A policy for renting or borrowing cars.
- A type of insurance for high-risk drivers only.
Question 9 of 16

9. Question
What are the restrictions for a non-owner policy?
- The vehicle must be registered under the policyholder’s name.
- The policyholder cannot drive rental cars.
- The vehicle cannot be registered at the policyholder’s address or under their name.
Question 10 of 16

10. Question
Why is maintaining energy important in customer service?
- It makes you sound approachable and confident.
- It impresses your manager during reviews.
- It ensures you finish calls quickly.
Question 11 of 16

11. Question
How should you phrase the payment due for reinstatement?
- “To reinstate your policy, the company needs $60, and Global Guard Insurance will charge an additional $75.”
- “Your reinstatement fee is $135, covering the total payment required.”
- “The company needs $60 for reinstatement; please call us for additional fees.”
Question 12 of 16

12. Question
How many times should a CSR call a customer with a pending cancellation in one day?
- Once
- Twice
- Three times
Question 13 of 16

13. Question
When should a voicemail regarding pending cancellations be left for customers?
- After the first call.
- After the second call.
- After the third call.
Question 14 of 16

14. Question
What should be emphasized in voicemails regarding pending cancellations?
- A casual tone with no urgency.
- Urgency, mentioning the exact cancellation date and consequences.
- Listing the payment breakdown.
Question 15 of 16

15. Question
What is the policy regarding fees charged by Global Guard Insurance?
- Always explain the fees separately from the insurance company payment.
- Include Global Guard Insurance fees in the total payment amount without separating them.
- Omit mentioning fees entirely
Question 16 of 16

16. Question
What should happen to the pending cancellation list after a CSR logs out for the day?
- The list remains unattended until the next day.
- Another CSR takes over and continues follow-ups.
- The calls are stopped for the day, and automation continues.

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