Admin Appointer eLearning

Want to be a Admin Appointer in our company? Dream of being a leading expert who is constantly improving customer experience and, consequently, increasing your income?

So...get ready to know more about us, the people and product we have and learn how to deal with difficult people plus situation.

This course will help you get a chance to know us better and even make the angriest customers happy.

What is Eldershield? Is it necessary? For this we look more into the government scheme.

Intro to Eldershield

What is Eldershield?

  • ElderShield is a severe disability insurance scheme which aims to provide basic financial protection to everyone who need long-term care, especially in old age. Launched in 2001, the scheme was designed to help supplement all savings in the event of severe disability.
  • ElderShield is a severe illness insurance scheme which aims to provide full financial protection to Singaporeans who need long-term care. Launched in 2000, the scheme was designed to help supplement Singaporeans’ savings in the event of illness.
  • ElderShield is a severe disability insurance scheme which aims to provide basic financial protection to Singaporeans who need long-term care, especially in old age. Launched in 2002, the scheme was designed to help supplement Singaporeans’ savings in the event of severe disability.

What are the Eldershield plans, the payout amount and years covered?

Eldershield Benefits

In the event of a severe disability, ElderShield policyholders will be eligible to receive a monthly cash payout for a period of time, depending on the plan. ElderShield policyholders today have one of two basic ElderShield plans

  • Eldershield 200 - $200, 24 months (2 years)
  • Eldershield 300 - $300, 60 months (5 years)
  • Eldershield 400 - $400, 72 months (6 years)
  • Eldershield 500 - $500, 84 months (7 years)

Which are considered as severed disablity?

What is “severe disability”?

The inability of an individual to perform at least three of the six Activities of Daily Living (ADLs) independently, with or without mobility aids (e.g. walking aids, wheelchair). This means that the individual will require the physical assistance of another person for the ADL.

Click on the images which applies

Select the following private insurers appointed by the MOH to run ElderShield (Auto Enrol)

All Singapore Citizens and Permanent Residents with Medisave accounts are automatically enrolled in ElderShield at the age of 40, unless they opt out of the scheme

  • Aviva, Great Eastern or Income
  • Aviva, Prudential or Income

5 Things to Know about Eldershield Coverage

No exclusions for pre-existing illnesses

There are no exclusions of existing illnesses for those who are auto-covered at the age of 40 during auto enrolment (e.g. diabetes, high blood pressure).

However, if he/she opt-out and wish to opt-in later, he/she will be subject to a medical assessment, during which the application may be rejected by the insurer if he/she have pre-existing illnesses.

Pre-existing severe disabilities are not covered

If he/she are severely disabled (i.e. unable to perform at least 3 ADLs) prior to the start of the ElderShield enrolment, it is advised to make a declaration when received the Welcome Letter. 

This is because those with pre-existing disabilities will not be eligible for claims. 

Any premiums collected from the person will be refunded to you.

Premium amount remain the same

Premium amount is determined at the age of entry and does not increase with age

Premiums are paid annually upon policy renewal date

Last policy paid when you are 65 years (as of policy year) 

E.g. Enter at age of 40, Female($218)/Male($175) until the age of 65.

Insured for LIFE

As long as policy remains in force he/she can make a claim at any age should him/her suffer from severe disability.

Premiums can be fully paid by Medisave

Policy holders can use their own Medisave or their family members Medisave.

Remember always to emphasize on having necessary coverage while you can. Stay healthy be responsible for your well being and be insured.

Focus on Appointment Making. Tips and Guide to start your role

Intro to Kingsforth Appointment Setting

What are the 5 Tips for Better Appointment Settings

Audio

In this section you will learn to respond to personal insults made by angry customers, and to control yourself being cool as a cucumber in the face of stress.

Mischief happens...

We all have fantasies of fighting fire with fire, when we try to handle an insulting, manipulative or frustrated customer, and it seems so unjust that we aren't "allowed" to fight back. However, you can't really insult the customer. The customer may be abusive, but even if you revenge, by backbiting, you will end up paying the double price, through complaints to the higher authorities, feeling stupid and yielding a loss to your company.

Meet Jane

This is Jane. She is a new customer sales executive at the multinational corporation. However, she is initially employed for a two-weeks probation period. Jane is very nervous and diffident.

Customer Service Techniques

To be prepared for customer support challenges, Jane should learn the right techniques to overcome the possible problems. Here are techniques Jane needs to defuse the outraged customer.

  • Admit mistakes technique is used to calm down the customer by amitting the mistake, whether you made it personally or the company you represent made it.
  • Allow venting is used for allowing the customer to let off steam uninterrupted, the idea is that the customer will eventually calm down on his or her own.
  • Empathy statements are used as the primary response to any situation where the customer is upset or angry. The idea is to prove to the customer that you understand his or her emotional state.
  • Not taking the bait technique means not responding to insults or abbusive comments made by a customer.
  • Preemptive strike means anticipating a problem a customer might face and acknowledging it before the customer brings it up.
  • Provide explanations technique means giving clear explanations to the customer.
  • Refocus technique is used to bring a conversation with an angry customer to the original issue or topic [Extracted from: Perfect Phrases for Customer Service by Robert Bacal].

Handling insulting customers

It's Jane's second day at the office, and she has a stressful call from a furious customer. She is at her wit's end and needs assistance. Keep in mind that Jane's career depends on the outcome of this conversation.

Choose the defusing techniques used by Jane

  • Allow venting
  • Empathy statements
  • Provide explanations
  • Not taking the bait
  • Admit mistakes
  • Refocus
  • Preemptive strike

Wrap-up

Jane is exhausted but happy. With your help she managed to deal successfully with her first angry customer. A lot of new challenges are ahead but Jane is on the right track.