Share CCF to OG Week 1
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How can we tell if an account is One Guide?
There is a One Guide indicator in OneView
What are key elements of a successful One Guide call
Welcome the customer
myCigna Registration
Educating on myCigna communication preferences
Proactive education
Network steerage
Promote One Guide
Why is it important to summarize every customer interaction?
To ensure nothing was left unaddressed
To make sure that the customer understands all the information or solutions provided
To be sure the customer understand
Where can we view the customer's email address
In OV under preferences or in the mycigna tab
Where can we find the customer's Cigna User ID
In OV, in the mycigna tab
How old must a customer be to register on mycigna.com
Customer must be over the age of 13
Where can an android user download the mycigna mobile app?
Google Play
What are some benefits of registering on mycigna?
Open
How we proactively help the customer save money and stay healthy?
Open
You owe it to your customers to make sure they understand these options ________ they are needed. Fill in the blank.
BEFORE
In your own words, explain what One Guide is
Open
As a Personal Guide, you are the ________ of Cigna to our customers and will be empowered to take your role to the next level.
Voice
Name THREE ways your role as a Personal Guide is changing
Open
What soft skills will help you successfully handle calls from beginning to end?
Open
What are the elements of wrapping up a One Guide conversation?
Provide verbal summary of interaction to the customer.
•Promote the One Guide experience.
•Document the conversation in OneView.
__________ a customer interaction at the end of the conversation ensures the customer has understood the answers and recommendations you have shared, and that no needs were left unaddressed.
Summarizing
