Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video.)

After listening, reflect on the interaction:
What simple changes could have turned this call into a clear, confident, and customer-focused interaction?

You can use the Customer Service Guide below as your additional resource.

Share your thoughts in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange ideas and perspectives.

Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video.)

After listening, reflect on the interaction:
What parts of this call didn’t meet good customer service standards? What could have made this call better?

You can use the Customer Service Guide below as your additional resource.

Share your thoughts in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange ideas and perspectives.

Watch the video on the left, then reflect on the question below:

How would you analyze this problem?

Share your answer in the comments section, and take a moment to engage with your peers by replying to their insights as well.

It was such a busy day in the doctors' clinic. During a quick break, Dr. Mandy Charleston decided to approach Alice, one of the new hired front desk staff, to verify an issue:

Dr. Charleston: Hello, Alice. How are you?

Alice: I'm good, Dr. Alice. How about you?
Dr. Charleston: I'm good. I just want to ask something. So, I got a call from our billing office and they said that we have several patients the past month who had claims denied by the insurance because their coverage was terminated.
Alice: Oh my....
Dr. Charleston: So I have asked other staff and they said you were the one assigned in the front desk for the past month.... Have you verified the patients' insurances before I saw them?

Alice: Oh, not really... I forgot about it. I just went ahead and asked them to fill-up information and got their insurance cards... I totally forgot that I had to call the insurance to ask if the patients' policy was active...

Dr. Charleston: I see... Please keep in mind that we always have to check if the patient has insurance, or else, we won't get paid if we forgot to verify.

Alice: I am so sorry, Doctor.