Last updated April 16, 2024
When to use:
Any time you are interacting with a caller, these are foundational ingredients for excellent customer service.
Greeting:
Thank you for calling the Senior LinkAge Line.
My name is [say your name].
How may I help you?
Verifying identity:
Phrases you can use to verify who you are speaking with:
May I get your number in case we get disconnected?
How do you spell your first name? How about your last name?
Can you confirm your date of birth?
What is your current address?
How about your zip code?
Empathy:
Phrases you can use to convey empathy:
I can hear this is a challenging time for you. Let's see how I can help.
Oh gosh, that sounds really hard. Thank you for sharing.
That's a lot. May I ask, how are you doing?
I don't know what to say right now, but I'm glad you told me.
I hear you and I'd like to help.
As needed skills:
Outbound calls:
Same steps as inbound calls except must include privacy notice:
Before we get started, I need to let you know that this call is being monitored for training and quality assurance and are protected by state and federal privacy laws. Is it okay to proceed?
Placing someone on hold:
- Ask permission to put them on hold.
- Explain there will be hold music.
- Check in with them every two minutes.
- If it will take a long time, you can ask the person if it’s okay to call them back. If so, schedule a time to do so and create a task in CTS.
Releasing private information:
Review the protecting privacy quick reference.
Asking for help:
Unsure about something or stumped about what to do next?
- Use the support chats in Genesys
- For Medicare and benefits related questions, use the internal chat to connect with Tier 3 staff
- Contact your supervisor
- Note: it is okay to place the person on hold
Unable to hear the caller:
- Introduce yourself and the Senior LinkAge Line.
- Make multiple attempts to start the conversation.
- Let the caller know you cannot hear them and encourage them to check their mute settings on their phone.
- Let the caller know you will call them back from the Senior LinkAge Line telephone number.
Closing:
[Recap]
Is there anything else I may assist you with?
Thank you for calling the Senior LinkAge Line.
Post-call survey:
Thanks again for calling the Senior LinkAge Line. Please stay on the line after our call for a short, three-question survey.