Mr Dennis
Craig receives a call from Mr Dennis, an existing customer who wants to withdraw some money from his policy.
In their conversation Mr Dennis mentions he sometimes gets confused and mixes up his words. Craig wants to make sure Mr Dennis is appropriately supported and steps into the conversating using IDEA.
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Conversation |
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Craig "I can imagine that may be frustrating at times. Would you be able to tell me a little bit more about how this affects you Mr Dennis? I want to make sure we do all that we can to support you in accessing your money." |
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Mr Dennis "Yes. It can be frustrating at times, particularly when I’m writing or filling out forms. I mentioned it as realise there’s some paperwork I’ll need to fill out if I’m to withdraw the money I need"
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Assistance Is there anything else I can do to help? Are there anymore ways we can help? |
Craig "Sorry to hear that Mr Dennis and thank you for sharing with me. Is there anything else I can do to help with the forms while we’re on the phone?" |
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Mr Dennis "Thank you for offering, but its ok, you've helped me figure out what sections I need to complete and it’s much clearer to me now. I was getting confused on my own looking at the form at home"
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Impact How is this affecting their day to day living? What are you finding hard? |
Craig "okay, that’s good to hear. Is it just forms that you find difficult or are there others things you find hard?"
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Mr Dennis "Writing is something I’ve always found to be harder. I found out more recently that I have Dyslexia. I just feel a bit of a burden calling up about a simple thing like a form"
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Assistance Is there anything else I can do to help? Are there anymore ways we can help?
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Craig "It’s what we’re here for Mr Dennis – you’re not a burden and we want to make this as easy as we can for you. Some of our customers find it easier if we fill out parts of the form where we’re certain of the information. For example we can pre-populate the withdrawal form with your name and policy number if that would be helpful in the future?"
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Mr Dennis
"That could be helpful Craig. Thank you. Yes, in the future any information that can be pre-populated would be appreciated."
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Gaining the eXplicit consent to record sensitive information
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Craig "ok, so to do that I’ll need to make a note on your policy file that you’d like us to do this. Are you happy for me to note that you’re dyslexic and we should pre-populate forms? This will ensure that whoever you speak to, or email, is aware of what we’ve agreed today and you’ll not need to tell us again. Is that ok?"
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Mr Dennis "Absolutely, that's fine with me thank you."
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Experience What have they been going through as a result? Is this happening often? |
Craig "Thank you, that's all done. If you have any other questions, or are not sure how to fill out the forms please just give us a call. We want to help and support you."
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