Customer Service Standard Operating Procedures and Frequently Asked Questions (30)
Description:
This building block involves determining customer service procedures and documentation for the setup of customer service. The state may elect to have a separate customer service for policy-related questions, general questions about RUC, and escalation of issues with the account manager. However, if there is only one account manager, the program may use only one customer service number—the one provided by that account manager—which can also represent the state. If there are multiple account managers, the state may provide customer service to help customers choose how to participate in the RUC program, while the account managers provide customer service for their own systems.
Details:
This building block involves the development of both customer service procedures and content for customer service responses. Customer service standard operating procedures include how to answer a phone call, how to direct calls, how to deal with upset customers, and related processes. Standard operating procedures are developed based on both state and vendor best practices.
Frequently asked questions (FAQs) derive from communications work and technical work. FAQs can leverage any customer service material developed for the pilot. FAQs include, at a minimum, the following:
- Why is RUC needed? What is the policy basis for RUC?
- Who is eligible/mandated for RUC? When will others be eligible?
- What is the RUC experience like? What do I have to do? What will I have to pay? How can I pay?
- How can I choose among multiple account managers (if applicable)?
- How can I leave the RUC program, e.g., if I move out of state or sell my vehicle?
- What happens if I don’t pay RUC (and related enforcement questions)?
Primary Use:
Set up customer service for the RUC program.
Best Practices/Lessons Learned:
- Customer service representatives need to be empowered to respond to customers’ needs, even if the answers to their questions are not included in an FAQ. In such cases, agents may need to call customers back later with answers.
- State customer service representatives answer policy questions, while the vendor customer service representatives answer technical and operational questions. If necessary, the vendor representatives can read a policy statement from the state.
- Customer service must operate within local hours and synchronize with local holidays.
- At a minimum, customer service channels offered should include phone and email or online chat.
- Standard operating procedures include iterative growth of content; as responses are refined, they should be recorded and continually improved.
State Government Context and Assumptions:
The implementing RUC agency should complete this task during system setup.