| 1.
|
Compare face-to-face and phone communication. (I)
|
| 2.
|
Utilize communication techniques such as listening, tone of voice, and
choice of words. (I)
|
| 3.
|
List emotions customers go through when reporting a loss. (I)
|
| 4.
|
Use empathy and active listening in sensitive situations such as
death. (I)
|
| 5.
|
Identify reasons customers leave a company and retention strategies.
(II)
|
| 6.
|
Compose statements that encourage ownership. (II)
|
| 7.
|
Review guidelines for handling threatening calls and customers using
offensive language. (II)
|
| 8.
|
Use computer systems to report losses, to search for repair locations,
and to schedule appointments. (III)
|
| 9.
|
Collect necessary information from callers when reporting a loss.
(III)
|
| 10.
|
Determine when a referral is appropriate. (III)
|
| 11.
|
Practice recording loss claims under different situations. (III)
|
|