PCare Expectations - Survey

PCare Expectations - Survey
Name: 


A red asterisk (*) indicates required questions.

  1. What is your First and Last Name?*


  1. Pcare Basics - How do you cancel a customer's account?*


  1. Pcare Basics - How do you change or edit a customer's credit card?*


  1. Pcare Basics - How do you change or edit a customer's personal information? (i.e. address)*


  1. Assurant - When is it necessary to transfer a Pcare customer to Assurant? (Provide Reasons)*


  1. Assurant - What is the process to send a customer to Assurant and what information must be available? (List per Process)*


  1. De-escalation Scenario - Customer was stuck in pending, their Pcare account has now been canceled and they want to be reinstated. What should you do?*


  1. De-escalation Scenario - Customer is using S+ APP and needs to go through validation process. What should you do?*


  1. De-escalation Scenario - You assisted the customer or validated that the customer is NOW stuck in pending. What should you do?*


  1. Customer Connection/Soft Skills - When is it necessary to ask your customer if they have scheduled their WCTU for the month?*


  1. Customer Connection/Soft Skills - Provide a brief description/overview of what a customer may learn for each of WCTU lessons now available (beginner/intermediate/advanced)*


  1. Customer Connection/Soft Skills - In a review of calls (customer interaction with the team) there are several where the Pcare agent speaks very quickly and without empathy or regards to the customer's frustration. What is a better way or the right way to assist the novice, expert?*





Alorica Training
Training Department
Alorica, Inc.
Simpsonville, SC