Mr Wood
Priya receives a call where a customer informs us that they are struggling to return documentation that we have requested. This is due to a disclosure of a medical condition which affects their day-to-day life.
See how the IDEA questions are used within this conversation.
Model |
Conversation |
|
Priya "Thank you for completing those security questions with me Mr Wood. How can I help you today?" |
|
|
Mr Wood "It’s about the forms you sent me recently for my drawdown request on my policy. You see, the thing is, I recently had a heart attack and have been struggling with shortness of breath and getting out and about now is difficult – I’m not sure I can get the forms to a letter box."
|
|
|
Priya "Really sorry to hear about the heart attack Mr Wood, thank you for sharing that with me. Would you mind me asking a few questions to see how we can best help you?"
|
|
|
Mr Wood "Of course not, what would help?"
|
|
|
Impact How is this affecting their day to day living? What are you finding hard? |
Priya "You mentioned a shortness of breath Mr Wood and getting to the post box, is there anything else that’s affecting your day to day?"
|
|
|
Mr Wood "Along with the shortness of breath I generally feel quite tired and am struggling to concentrate and feeling quite down at times. I’m on my own you see but have a good family and friends around me so I'm gradually improving."
|
|
Duration How long has this been happening? How long have you been experiencing this? |
Priya "That’s good to hear that you feel like you’re improving. I can imagine this has all been a shock for you. When was your heart attack?"
|
|
|
Mr Wood "4 months ago to the day, I remember it clearly as I was due to go on holiday later that evening! I'm looking to re-book that trip though in the future, attempt number 2!"
|
|
Experience What have they been going through as a result? Is this happening often? |
Priya "That's great to hear regarding the holiday. You mentioned earlier about how you’ve been feeling and how tired you are."
|
|
Mr Wood "Yes, I think because it has the potential of being a life ending event when you survive something like that it makes you think more closely about your life and the choices you make. At first I was down in the dumps about it all, I wish I had done this, I wish I'd done that, but my perspective on life changed, I got myself out of that rut and said to myself I've got a second bite of the cherry here, lets enjoy life and that's what I intend to do, and that’s why I’d like some more money."
|
|
|
Assistance Is there anything else I can do to help? Are there anymore ways we can help? |
Priya "Thats a really positive outlook to have and I'm glad you’ve turned a corner and looking forward to things again. Have you had much support whilst you have been going through all this?"
|
|
|
Mr Wood "Yes, my wife passed away 5 years ago. She was my rock but since losing her I rely on my two daughters and son for their help, even more so now. I just don't like asking them to do too much for me as they have families of their own."
|
|
|
Priya "I'm sorry to hear about your wife but it’s good to know you have that close support network around you now. So, about that paperwork then and getting to the letter box. Do you have an email account Mr Wood?"
|
|
|
Mr Wood "Yes, I do."
|
|
|
Priya "Ok, so how about I email the forms to you. You can complete them online and email them back to me. How does that sound?"
|
|
|
Mr Wood "Yes Priya, that sounds like a great solution."
|
|
|
Priya "I’m pleased that works for you Mr Wood. To make sure we continue to support you during this recovery period are you happy for me to record what you've shared about your heart attack and that we’ve agreed to email you while you are recovering? This means that should you need to send us anything else we all know to expect the information to come from your email address."
|
|
|
Mr Wood "Yes, that would help me out a lot, thank you Priya."
|