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You should always attempt to talk with a Supervisor for assistance before entering into the Customer Feedback Log [~PTA].

1. Confirm
2. • You should first attempt to reach your direct Supervisor, however if they are not available choose the next available Supervisor.
3. Enter
4. • If you cannot reach a Supervisor in real time, offer a call back within 24 to 48 business hours and submit a Complaint Case.

If the client is upset regarding misinformation provided on a previous call, please explain that you will be forwarding this to the Supervisor team, and they will receive a call back within 48 hours, after the call has been  reviewed.

You should always take ownership of any issues/concerns/complaints. Do your best to de-escalate the customer and handle their complaint yourself. Please see the 5 Phases of Escalation Handling job aid for steps.

3. Check
4. • Acknowledging the customer’s concerns, probing, asking clarifying questions, and giving them options will help the customer build trust in you, which can help you to resolve a situation.
5. Under
6. • When the complaint is to provide feedback on eligible reasons to claim on a policy, medical eligibility, and premiums, confidently assure the customer that their feedback will be formally documented and reviewed

You should always take ownership of any issues/concerns/complaints. Do your best to de-escalate the customer and handle their complaint yourself. Please see the 5 Phases of Escalation Handling job aid for steps.

INFO PANEL

You should always attempt to talk with a Supervisor for assistance before entering into the Customer Feedback Log [~PTA].