A customer is calling her insurance company.
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What should the customer service agent say?
“I’m sorry about that. I’d recommend contacting your provider’s billing department and discussing this issue with them.”
“Would you mind if I put you on a brief hold? I’ll need to review your benefits summary before I can assist you.”
“I’m sorry for the confusion. It’s best to verify your benefits before you visit your provider to ensure you are covered at 100%.
“I understand the confusion. Would you mind if I put you on a brief hold while I contact your provider’s billing department about these visits?”
The Correct Answer and Explanation is :
The correct response for the customer service agent is:
“I understand the confusion. Would you mind if I put you on a brief hold while I contact your provider’s billing department about these visits?”
Explanation:
This response demonstrates proactive customer service by directly addressing the customer’s concern. By offering to contact the provider’s billing department on the customer’s behalf, the agent shows a commitment to resolving the issue efficiently. Additionally, asking for permission to place the customer on hold respects their time and maintains a courteous interaction.
The other options are less effective:
- “I’m sorry about that. I’d recommend contacting your provider’s billing department and discussing this issue with them.”
- This response places the burden on the customer to resolve the issue independently, which may lead to frustration.
- “Would you mind if I put you on a brief hold? I’ll need to review your benefits summary before I can assist you.”
- While this shows a willingness to assist, it doesn’t directly address the customer’s concern about the billing issue.
- “I’m sorry for the confusion. It’s best to verify your benefits before you visit your provider to ensure you are covered at 100%.”
- This response suggests a preventive measure but doesn’t resolve the current billing issue the customer is facing.
By choosing the first option, the agent takes immediate action to resolve the customer’s concern, enhancing customer satisfaction.
For a visual demonstration of this scenario, you can watch the following video: