Question

A health insurance call center associate receives a call from a customer who seems upset. The customer reports having called many times about a claim, and it is still not settled. The customer speaks loudly and becomes more upset by the minute. Which of these should the representative say first?

a. Let me look up your policy. What is your policy number?
b. I'm sorry. It must be very frustrating that this is not resolved yet?
c. I'd like to help you, but I can't understand you while you are yelling.
d. I'm sorry. We have a lot of new trainees and they don't always know the answers.

Answer 1

The health insurance call center associate should first say option b, 'I'm sorry. It must be very frustrating that this is not resolved yet?' to show empathy towards the upset customer.

Step-by-step explanation:

In this situation, it is important for the health insurance call center associate to handle the upset customer with empathy and understanding. The representative should first say option b, 'I'm sorry. It must be very frustrating that this is not resolved yet?' This response acknowledges the customer's feelings and shows empathy towards their situation. By validating the customer's emotions, the representative can work towards finding a resolution.