Main > SCA Proc > General Instructions > The Basics
The Basics
Definitions
Binder
SCA Calendar
Signature Line
Intro Line
IG Errors Where to look to see if the item has been corrected or clarified?
Virus Scan
Call Progression Format Use this format for all phone calls.
Communicating with the CA
SCA Recap Instructions
Communicating with Clients Details on how and when we respond to a customer request for a phone call.
- How Much Research to do for a customer?
- Is the customer satisfied?
- Only provide information in the catalog
- Customer expresses threat of suicide
- What is Customer Service? Responding to difficult/frustrated customers, Staying on Topic, When things are going to change, Encouraging Words...