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Wellhaven Insurance Group Customer Service Department Getting Started with At Your Service At Your Service is a digital tool that lets you communicate online with Wellhaven Insurance customers. You help customers by answering questions, providing information, and solving problems as you exchange text messages. Customers prefer using online chat tools like At Your Service to talking on the phone or exchanging email messages. The interactions you have with customers through At Your Service make a big difference in their satisfaction with Wellhaven Insurance. Get started with At Your Service by performing the following steps: Sign in to the At Your Service app. You can sign in using a PC or a mobile device. Set your status. Choose one of the following options. Accept Chats: You are ready to receive, read, and respond to new text messages. Your first name appears in the At Your Service app as an available customer service agent. Private: Your name does not appear in the At Your Service app, so you do not receive new text messages. However, you can continue or resume a dialogue with a customer and perform other online services, such as looking up a customer record. Be prepared to respond to a note as soon as you receive it. Make sure you can access information that customers often ask about, such as their account information, policy details, coverage information, and claim status. Chatting with Customers Customers can use At Your Service to chat with an agent through the Wellhaven Insurance website or mobile app. They sign in to their account and then click the Chat button to open a chat window. If you are the next available agent, you receive a notice to start a chat session. Keep the following information in mind as you conduct the dialogue. At Your Service displays the opening note: Can I help you? When you receive the customer’s response, you can continue the conversation. Type your responses in the message area, shown in the following image. As you type, the customer receives a visual cue that you are responding. Previously sent messages appear in the app so that you and the customer can keep track of the conversation. Click the More button to axcess detailed customer information, including the customer’s location and previous visits. Increasing Customer Satisfaction Because At Your Service is so popular, it is an ideal way to serve our customers and improve their experiences with Wellhaven Insurance services. You can increase customer satisfaction by paying attention to your response time and verbal tone. Interacting with Customers Response time: The best way to increase customer satisfaction is to be responsive. Send a response as soon as you can. If you need to look up information, send a message explaining you are doing so and estimate how long it will take. Tone: Be courteous and professional in your customer interactions. Address customers using their title, as in “Mr. Wilson.” If a customer has a complaint, apologize immediately and offer to do the best you can to solve the problem. In every interaction, let customers know you are focussed on their concerns. Standard answers: Many chat sessions involve one-of-a-kind questions or demand customized responses. Other sessions cover more universal questions or concerns. In that case, you can access the library of standard answers to provide accurate, consistent information. Personalize the answers to suit your customer. Customer information: Displaying customer information as you chat can help you solve problems more quickly. For example, the webpage they are viewing on the Wellhaven website might provide the key to a solution. Creating Cases When a customer has a question that requires research or a problem that you or another Wellhaven Insurance employee needs to solve offline, create a case for the customer. Click the More button, and then click Case to provide a title and description for the case. Select a type for the case depending on its status, which can be Open, Pending, or Resolved. The following table lists the types of cases and the average number we are handling each day. Type Description Average Number Open The case is ongoing and needs to be resolved. 225 Pending Someone is working on the case. 130 Resolved The case is closed. 75 Total Background Information Wellhaven Insurance values employee and customer interactions and is committed to satisfying customers as quickly and thoroughly as we can. We have been surveying customers for the past year to find out how we can improve our customer interactions. What we found emphasizes the importance of At Your Service and the excellent job you are doing as agents. Customer Finding Percentage (%) Want 24/7 access 50 Prefer online chat 55 Waited less than two minutes 95 Satisfied with online chat 70 Although wait times of less than two minutes are good, customers want even faster connections to an agent. We are working on ways to reduce the wait times to less than one minute. In addition, we found that the demand for live chat grew by 8 percent in the past year. Customers especially value a live person answering questions as they are considering an online purchase or making a change to a policy or account online. While 70 percent of our customers are satisfied with our online chat service, only 45 percent are satisfied with email responses, and only 40 percent are satisfied with phone responses. The most common reason cited for dissatisfaction is wait time. The customers who preferred chat listed the following reasons: My questions are answered immediately (81%). I can complete other tasks as I chat (50%). Chat is the most efficient method of communication (43%). Chat provides better information than email or phone conversations (21%). Do you want to add information to this handbook? Send your suggestions to: Wellhaven Insurance Group  Newark, NJ 07104 [insert bullet] wellhaven.cengage.com This file created specifically for zain asim
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New Perspectives Word 2019 | Modules 1-4: SAM Capstone Project 1a Wellhaven Insurance Group Completing a customer service handbook GETTING STARTED Open the file NP_WD19_CS1-4a_FirstLastName_1.docx, available for download from the SAM website. Save the file as NP_WD19_CS1-4a_FirstLastName_2.docx by changing the “1” to a “2”. If you do not see the .docx file extension in the Save As dialog box, do not type it. The program will add the file extension for you automatically. To complete this SAM Project, you will also need to download and save the following data files from the SAM website onto your computer: Support_WD19_CS1-4_Customers.docx Support_WD19_CS1-4_Icons.png With the file NP_WD19_CS1-4a_FirstLastName_2.docx still open, ensure that your first and last name is displayed in the footer. If the footer does not display your name, delete the file and download a new copy from the SAM website. PROJECT STEPS As the assistant director of training in the Customer Service Department at Wellhaven Insurance Group, you are completing a handbook for customer service agents. On page 1, rotate the picture to the right by 90° so that it has the correct orientation. Change the theme colors of the document to Paper to coordinate with the company colors. On page 2, insert a Dropped Drop Cap at the beginning of the first body paragraph (“At Your Service is a digital tool…”) to mark the beginning of the body text. Provide more detailed information as follows: Find the sentence “Customers prefer using…exchanging email messages.” After the period at the end of the sentence, insert a footnote with the following text:About 55 percent of our customers prefer live chat. Insert a picture as follows to illustrate the options in the At Your Service app: Insert the picture Support_WD19_CS1-4_Icons.png in the blank paragraph after step 2 in the “Getting Started with At Your Service” section. Resize the picture to a width of 2″. Add visual interest to the “Chatting with Customers” section as follows: To the left of the “Customers can use…conduct the dialogue.” paragraph, insert a Speech Bubble: Rectangle with Corners Rounded shape from the Callouts section of the Shapes gallery. [Mac Hint: Rounded Rectangular Callout] Resize the shape to a height of 0.5″ and a width of 0.5″. Apply the Colored Fill – Orange, Accent 2 shape style. Type three periods (an ellipses) into the shape. Change the font size of the shape text to 18 point. Apply Square text wrapping to the shape. Move the anchor point of the shape to the beginning of the paragraph “Customers can use At Your Service….” Format the paragraphs in the “Chatting with Customers” section as follows: Create a bulleted list beginning with the paragraph “At Your Service…Can I help you?” and ending with the paragraph “Click the More button…and previous visits.” Increase the indent of the paragraph “When you receive…the conversation.” and the paragraph “As you type…you are responding.” by one level. On page 3, add a border to the picture of the app using the Blue-Gray, Accent 6 border color. Illustrate ways to increase customer satisfaction as follows: In the blank paragraph in the “Increasing Customer Satisfaction” section, insert a Vertical Equation SmartArt from the Relationship section of the SmartArt gallery. Enter the following text in the shapes:Upper-left shape: Response timeLower-left shape: ToneRight shape: Satisfaction Format the SmartArt as follows to suit the appearance and layout of the document: Change the SmartArt colors to Colored Fill – Accent 2. Change the SmartArt style to Moderate Effect. Resize the SmartArt to a height of 3.1″. On page 4, use the Format Painter to copy the formatting from the text “Response time” to the text “Customer information” to use consistent font formats in the “Interacting with Customers” section. Insert a Continuous section break in each of the following locations on page 4 to prepare for inserting columns and balancing them: At the beginning of the paragraph “Response time…long it will take.” In the blank paragraph above the “Creating Cases” heading Format the section you created (beginning “Response time…” and ending “…the key to a solution.”) into two columns. Insert and format a text box as follows to provide additional information about customer cases: Draw a text box to the right of the paragraph “When a customer has…handling each day.” in the “Creating Cases” section. Resize the text box to a height of 1.29″ and a width of 3″. Position the text box using the Middle Right with Square Text Wrapping option. Copy and paste the paragraph in the document Support_WD19_CS1-4_Customers.docx, available for download from the SAM website, into the new text box. Apply the Subtle Effect, Orange, Accent 2 shape style to the text box. Format the table in the “Creating Cases” section as follows to improve its appearance: Apply the Grid Table 4—Accent 6 table style. Merge the first two cells in the last row (cells A5 and B5). Apply the Align Top Right alignment to the merged cell. AutoFit the table to its contents. In the blank cell of the table (cell C5), insert a formula that sums the values above the cell. Modify the table in the “Background Information” section as follows to add new information and to coordinate with the table in the “Creating Cases” section: Remove the special formatting for the first column. Repeat the header row across pages. Insert a new row at the end of the table. Enter the following text in the first cell of the new row:Would use online chat again Enter 60 in the second cell of the new row. Sort the table in descending order based on the numbers in the Percentage (%) column. On page 5, apply 24 point spacing before the paragraph beginning “Do you want to add…” to separate the paragraph from the rest of the document. At the end of the “Do you want to add…” paragraph, enter [email protected] and press SPACEBAR to format the email address as a hyperlink. In the address line paragraph (“Wellhaven Insurance…wellhaven.cengage.com”), replace the text “[insert bullet]” with a Bullet (a filled circle) from the Symbol gallery. In the same paragraph, remove the hyperlink from the web address “wellhaven.cengage.com” to format it as regular text. Shade the three paragraphs including the “Do you want to add…[email protected]” sentence, the paragraph with the logo, and the address line paragraph with Blue-Gray, Accent 6, Lighter 60% shading to separate the paragraphs from the rest of the document. Add a Top Border to the paragraph “Do you want to add…” and then change the border color to Blue-Gray, Accent 6, Darker 25% to emphasize the separation. Find all instances of the word “dialogue” in the document, and replace it with the word chat to use the correct term. Check the Spelling & Grammar in the document to identify and correct any spelling errors. (Hint: Ignore names and grammar suggestions.) Your document should look like the Final Figure on the following pages. Save your changes, close the document, and then exit Word. Follow the directions on the SAM website to submit your completed project. Final Figure © REDPIXEL.PL/Shutterstock.com; © browndogstudios/Shutterstock.com; © ksuklein/Shutterstock.com; © Mr. Creative/Shutterstock.com

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