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HELPFUL TIPS WHEN CALLING CUSTOMER SERVICE
The following tips may help you receive excellent customer
service and achieve the outcome you desire. The key is to
keep good notes & records.
Make yourself SMILE when you are calling on the phone.
It may help to diffuse any anger you may have about the situation
and minimize the chance of the person answering becoming defensive.
Make sure you have needed information ready before your
call.
| Customer
Service Phone # |
|
| Member
ID |
|
| Date
of Service |
|
| Provider
name |
|
| Provider
service performed |
|
| Amount
of claim |
|
| |
|
Phrase your questions clearly and concisely.
Describe any outcome or action you are expecting to be
taken.
Listen carefully, focus on what you are being told, and
make notes about the information or promises you’re being
given.
| Your
Items to do |
To
whom, where, what |
Do
by Date |
| |
|
|
| |
|
|
| |
|
|
| Plan
Items to do |
By
whom, what, how |
Do
by Date |
| |
|
|
| |
|
|
| |
|
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Always ask for the representative’s name, phone and note
the date & time of call.
| Phone
No. & extension |
|
| Representative's
name |
|
| Date
& Time |
|
| Call
Reference number |
|
If a return call is promised ask for a window of time
when you can expect to receive it.
| Call
back date & time |
|
| Letter
expected |
|
Repeat back the answer or summarize the steps and timeframes
to confirm the action being taken.
Look at this as an opportunity to give the organization
feedback and the chance to improve their service.
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