Final answer:
In the event of system downtime, inform the caller about the situation, offer alternatives for enrollment, suggest calling back on the next business day, and document the conversation in the CRM. Provide contact info for follow-ups to demonstrate a commitment to service.
Step-by-step explanation:
If the systems are down and a caller wants to enroll, the appropriate response would be a combination of the following steps:Document the call appropriately in CRM. It is important to record the details of the conversation and any actions taken. This helps ensure that the enrollment request is processed correctly once the systems are back up.Advise the caller that the systems are down and provide alternative options for enrollment as indicated in the KM Article - Enrollment ProcessOffer the caller the possibility to call back the following business day if they wish to complete the enrollment by phone.Ensure that you document the call accurately in the CRM (Customer Relationship Management system) for future reference and action.
It's also essential to follow up with the caller if you have indicated that you will do so. This not only shows professionalism but also that you value the caller and their interest in your services. Leaving your contact information for the caller to reach back if needed can prove incredibly helpful to them and fosters trust and reliability in the service provided.