It is important to her that I keep reminding her of the time of day, day of the week etc. and also she needs constant reassurance about where her daughter is. This helps to keep the client from feeling lost in her day.
In appointments, I usually helped her with her taxes, provided emotional support, helped with benefit applications, and sometimes helped her with technology. She has a fairly short attention span because of her pain, medications, and depression and needed help with critical thinking in regards to filing her years of tax paperwork. When I was first passed this client, it seemed to come with an attitude of "I am sorry I have to pass this client off to you, she is kind of a pain." After I met with her the first time I was really shocked because I saw her situation from a completely differently. I recognized that she needed help, and even though her concerns were a bit unconventional, we had the resources available to help her. We had months of productive work together, and towards the end of the placement, our receptionist was very forward in telling me that I needed to discontinue working with her because "we did not provide the services she needed help with" and that she was essentially draining our resources. The first time it happened I explained to the receptionist that we have students and volunteers sitting
Before ending the call, Noel is sure to inquire if there were any further questions.
Conference call- There were opportunities in the call to reach out to the client on the file to get authorization for the client to get his spouse OK to Speak with to address her concerns. Alternatively, we could transfer the spouse to the point of contact to assist the client regarding the message. CCS has spoken with WIFE before ( look in LJN).
Client seems to be reluctant, but is starting to express her feelings and increasing her emotional intelligence.
- She then finds out the reasons for the client's call so that she can formulate an action plan.
Krystal is an expert listener and asks additional probing questions to ensure she is working on the correct issue. She is knowledgeable and uses her tools to resolve the reason for the call. As part of the "Repeat Team" this past year Krystal was trained with additional tools and resources in order to prevent a future call back from the customer. By consistently using all of her tools she can resolve the issue in a more efficient manner. Krystal can increase her FCR results by managing the account and not just the reason for the call. By reviewing additional screens, reviewing all the memos on the account, looking at the work order history, verifying open orders, checking for open issue tracks, looking at billing information the customer
From there, she guides the call by recommending the client sign out/in to refresh the docs and dig deeper to inquire what the client sees on his page.
then focus on chosen issues. In this stage the Skilled Helper helps the client to
Graciela listens to what the customer is saying with intent so she can rephrase, clarify and ask more probing questions to understand the underlying issue. By doing so she is able to know her customers situation and take the appropriate troubleshooting steps to resolve the issue over the phone. Graciela is knowledgeable and able to provide her customer with clear directions in the steps that will be taken to resolve the issue. She verifies the solutions before ending the interaction and helps the customer understand why the solution worked. By consistent use of the Guide-it flows Graciela can ensure she is using the most efficient flow and does not overlook a simpler
a relationship that she has (with you) the client . By going through her you will have a plan
The client have a mother who she is forty three years old and very close with. Her and her mother talk almost every day and help each other out of many financial situation. When she was little she and her mother did not get along because of her mother being stressed out from work and the client’s constant bad behavior in school caused a friction in their relationship. Then she finished of high school, going to college, got herself a car and a stable job now they are very close. She believes that because of her mother working a very difficult job and barely making enough to pay the bills caused the friction in their relationship and it did not help that she was acting up in school either. But now that the client is able to take care of herself and help with the bills that she have an understanding of what her mother went through when she was younger and appreciate her mother of what she have done for her and her siblings.
Sharane sets the proper expectations placing the client on hold to reach out to the B/L team.
When the clients call us need to explain that the first step is to arrange a consultation with them so
Prior to ending the call, she is sure to inquire if there are any further issues or concerns.