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Call Flow (Call Handling) : Opening Spiel

This document outlines the call flow and script for handling customer calls at United Healthcare. It includes an opening spiel, asking how the customer is doing, using a three part approach of asking, acknowledging, and reassuring the customer of assistance. It also details verifying customer identity through HIPAA requirements, building rapport, resolving the customer's issue, offering further assistance, and closing the call by thanking the customer.

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Lanz Lanz
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130 views

Call Flow (Call Handling) : Opening Spiel

This document outlines the call flow and script for handling customer calls at United Healthcare. It includes an opening spiel, asking how the customer is doing, using a three part approach of asking, acknowledging, and reassuring the customer of assistance. It also details verifying customer identity through HIPAA requirements, building rapport, resolving the customer's issue, offering further assistance, and closing the call by thanking the customer.

Uploaded by

Lanz Lanz
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CALL FLOW

(CALL HANDLING)

OPENING SPIEL
“Thank you for choosing United Healthcare. My name is Lanz. To whom do I have the pleasure
of speaking with?”

TEMP CHECK
“How are you doing today?”

3-PART START: AAR

ASK
“How can I help you?”

ACKNOWLEDGE
“As I understand…”

REASSURE
“Don’t worry. Since you have me on the line, I will definitely help you with your concern.”

HIPAA VERIFICATION
 Full name
 Member’s ID number
 Date of Birth
 Permanent Address

BUILDING RAPPORT

RESOLUTION

“Please allow me to share the details of what I was able to process/check for you…”

OFFER FURTHER ASSISTANCE


“I want to make sure that you view United Healthcare as the best plan possible. Is there anything
else we can do for you?”

CLOSING SPIEL
“I would like to take this opportunity to thank you for being part of the United Healthcare
family. We look forward to more years with you in our family. Thank you for calling United
Healthcare. Enjoy the rest of your day.”

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