It was revealed at the workshop that was held on November 18 in Hà Nội by the agency’s Customer Service and Support Centre to collect comments on the draft from experts and representatives of the agency’s branches in some localities.

Participants at the workshop also said that the content of the manual should be shorter, more concise, and easy to look up and use.

Besides, the way to address the customer service staff and the customers should not be rigidly regulated, the participants said.

The participants said it must be flexible and suitable to the specific cultural characteristics of each region and the real situation.

Especially, some citations according to legal documents need to ensure accuracy, be verbatim and avoid misunderstandings when explaining to people and businesses, the participants said.

It is necessary to focus on the content of guiding the professional skills of customer care, the participants said.

The participants said it does not need to mention too many regulations on policies and laws.

The comments of the experts and representatives have been absorbed to complete the draft manual as soon as possible, the centre said.

Thereby, contributing to further improving the quality of customer care as well as increasing the satisfaction of people and businesses for the insurance sectỏ

 Delegates at the workshop

Manual draft

The content of the manual focuses on guiding the implementation of activities to receive, support, consult and answer customers’ questions through the call centre and online reception channels as well as other professional skills related to customer care of the agency.

The manual consists of seven chapters.

Chapter 1 mentions general instructions about supporting, giving advice, answering customers and the customer service philosophy of Viet Nam Social Security.

Chapter 2 features customers in the social insurance sector.

Chapter 3 provides support, consultation and answering services for customers.

Chapter 4 features the process and service standards to support, advise and answer customers’ questions.

Chapter 5 regulates the process of supporting, consulting and answering services for customers’ complaints.

Chapter 6 notes the competence framework of staff to support, advise and answer customers.

Chapter 7 points out some typical cases of supporting, consulting and answering customers.

According to the process of implementing consulting and supporting activities for organisations and individuals participating in social and health insurance (under Decision No 681/QD-BHXH dated July 9, 2021, signed by the General Director of Viet Nam Social Security), customer care activities of the social insurance sector are required to be carried out uniformly throughout the country.

The social insurance sector’s customer service staff have to be trained from central to local levels.

However, this is still a relatively-new professional activity, requiring detailed instructions, creating consistency and efficiency.

Therefore, the manual has been compiled with the aim to equip the customer care staff of the social insurance sector with basic knowledge and skills, ensuring further improvement of the quality of customer care under unified standards./.