The procedures you will use while handling calls are below. Your script will always guide you through the right words to use.
This course provides you with the proper instruction for each of these procedures.
While we do want to keep incoming calls as brief as possible, we want to gather some basic information to better understand who it is we are talking to so we can later contact the caller, if needed. Always repeat/spell names and numbers using the phonetical alphabet
This information is simple and straightforward. Basic information include:
In some cases, some clients may want to collect additional information such as address information, etc. Don’t worry, we will provide you with a template with all required fields, and you will simply ask the caller for the information requested in the template. (see example next slide)
Incident / Crisis Information
You should give the Incident / Crisis Information after searching for the loved one’s name and gathering the Caller’s contact details.
When someone (the caller) is confronted with overwhelming fear of serious injury or death of a loved one, their logical thinking is no longer dominant, as it is in a normal situation. The emotional thinking takes over, so when they hear information about the crisis, they are not able to hear / process that information, logically.
Callers need to first connect with someone who can reassure them that they can help and so when the agent takes the caller information for a call back, the agent creates a connection with the caller and the worried family member starts feeling that someone is there to help. Only after establishing that connection, will the caller be able to hear and understand the information about the crisis where their loved ones might be involved.
When an accident occurs, many of our clients will provide us with a manifest, or list, of passengers or guests on the plane, ship, train, etc. For various reasons, it might take the company some time to obtain this list. Once they have the manifest/list, they will then send it to us to upload into CS2.
Your actions will be slightly different depending on whether or not we have a passenger list when you begin taking calls.
Don’t worry, your script will guide you as to what you will need to say.
If there is no manifest, you will:
Due to the thousands of calls that may come in, it’s impossible to call everyone back, particularly when their loved one was not affected. So, we never want to make false promises.
When we do have the passenger manifest, you will be able to “qualify” callers as follows:
If a caller asks for a name that does not come up on the search result as the name is not on the first list as it, but the agent takes all details because the caller insists, the name of the passenger will be saved and shown on the Search Results with three stars ***. If someone else calls back and asks for the same person, the next agent will see the name with*** asterisk but WILL NOT confirm that the person is on the manifest, as agents know that names with *** were entered manually by another agent on a previous call.
In the list below you will see examples of the kinds of subjects you may experience in your interaction with callers.
Most People Are Understanding
Most people will understand the critical nature of the moment and end the call. However, you may get someone, or even people in the media, who may insist in asking other questions. You should always be courteous but, if necessary, you may terminate the call.
As a general rule, You will only provide Special Instructions to media callers, however if the media caller insists on getting information, you can provide Crisis Information as that is already public.
Always check the “Special Instructions” box to the bottom
left of your screen for information on handling media calls.
Remember that your interaction with callers is in the very early stages following an accident.
When you do speak with friends or family members, many will be stunned and in some form of shock or in denial.
Be prepared to sometimes repeat your questions in order to obtain needed information.
At times of crisis, it is imperative that you use a calm, low—pitched voice when speaking to family members. Compassion is key, treating the callers as you would wish to be treated if you were in their shoes, worried about your loved one and desperate for information.
Survivor Interview – Video clip
Scott Maurer is a family survivor who lost his daughter, Lorin, 30 years of age, on Continental Air/Continental Flight 3407 on February 12, 2009. Scott shares the story of how he & his wife, Terry, had such a difficult time getting information from the airline after the accident. Kevin, referenced in the video, was Lorin’s boyfriend who was awaiting her arrival in Buffalo, New York. The video in the next slide is an example on how important it is for family members of loved ones involved in the disaster to be able to quickly obtain information and feel and emotional connection to those working for (or on behalf of,) the company, such as yourself.
Let’s do a quick review: