At CoreBridge, we strive to deliver the highest quality of support to our clients. To maintain this standard, it's essential to follow the correct protocol when dealing with inquiries from third parties. This article provides guidance for handling such scenarios efficiently and consistently.
The Core Principle
Our support services are designed to serve our customers directly. While we understand that third parties—such as consultants, partners, or family members—may contact us on behalf of a client, it is our policy to communicate only with the customer themselves. This ensures that:
We fully understand the client's needs and context.
We protect customer privacy and account security.
We deliver solutions that are tailored and accurate.
Standard Response
When responding to a third-party inquiry, always use the following approved canned response, which can be found in FreshDesk under "3rd Party Inquiry":
Thank you for reaching out to support.
Your inquiry is important to us, and we're committed to providing the best assistance possible. We understand the importance of resolving any issues or questions you may have.
In order to streamline the process and ensure the highest level of service, we kindly request that you facilitate direct communication between our support team and your client. This direct line of communication enables us to address their specific needs promptly and effectively. Our goal is to offer tailored solutions and expert guidance to ensure the best possible outcome for their situation.
Additionally, it's important to note that our support services are designed specifically for our customers. While we appreciate your interest, we are unable to provide assistance to individuals who are not currently engaged with our services.
We appreciate your understanding and cooperation in this matter. Rest assured, once your client reaches out to us directly, we will be dedicated to providing them with the assistance they require in a timely and efficient manner.
Thank you for choosing our support team, and we look forward to assisting you and your client soon.
Tips for Success
Be consistent: Always use the approved language—do not paraphrase or modify it.
Be courteous: Even when declining assistance, maintain a tone of empathy and professionalism.
By adhering to this process, we uphold our commitment to customer-centric support while maintaining clarity and efficiency in our communications. Thank you for your dedication to providing exceptional service.