question archive New Perspectives Word 2019 | Module 6: SAM Project 1a Henderson Insurance Company PERFORMING A MAIL MERGE GETTING STARTED • Open the file NP_WD19_6a_FirstLastName_1
New Perspectives Word 2019 | Module 6: SAM Project 1a Henderson Insurance Company PERFORMING A MAIL MERGE GETTING STARTED • Open the file NP_WD19_6a_FirstLastName_1
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New Perspectives Word 2019 | Module 6: SAM Project 1a
Henderson Insurance Company PERFORMING A MAIL MERGE
GETTING STARTED
• Open the file NP_WD19_6a_FirstLastName_1.docx, available for download from the SAM website.
• Save the file as NP_WD19_6a_FirstLastName_2.docx by changing the “1” to a “2”.
o If you do not see the .docx file extension in the Save As dialog box, do not type it. The program will add the file extension for you automatically.
• With the file NP_WD19_6a_FirstLastName_2.docx still open, ensure that your first and last name is displayed in the footer.
o If the footer does not display your name, delete the file and download a new copy from the SAM website.
PROJECT STEPS
1. As a client associate for Henderson Insurance Company, you are preparing a form letter to send to prospective clients of Pat Shea, a Henderson insurance agent.
Set a top and bottom margin of 0.75" to provide extra space for the letter contents.
2. Near the end of the letter, convert the list beginning "Jill Everly…" and ending "EvaRivera@henderson.cengage.com" to a table with three columns.
3. To set up the document as a form letter, start a mail merge, and then select Letters as the type of main document. Next, type a new recipient list as follows:
a. Customize the columns by deleting the fields shown in Table 1.
b. If necessary, rename the ZIP Code field using Postal Code as the new field name.
c. Add a new field to the end of the address list using Policy as the field name.
Table 1: Fields to Delete
If using a PC…. If using a Mac…
Company Name Company
Country or Region Country
Work Phone WorkPhone
E-mail Address JobTitle
4. Enter the address information for two recipients as shown in Table 2, and then save the data source using a name of your choice.
Table 2: Recipient Addresses
Field Record 1 Record 2
Title Ms. Mr.
First Name Janet David
Last Name Barr Walls
Address Line 1 1815 Maple Drive 5117 Blair Way
Address Line 2 #402
City Hartford Windsor
State CT CT
Postal Code 06127 06095
Home Phone (860) 555-1366 (860) 555-0810
Policy homeowner auto
5. At the beginning of the letter, use the Date content control to select the date February 3, 2021.
6. Replace the text "[INSERT INSIDE ADDRESS]" with the eight merge fields shown in Figure 1. Include the paragraph marks, punctuation, and spaces between the merge fields as shown.
Figure 1: Merge Fields for Inside Address
7. Replace the text "[INSERT TITLE] [INSERT LAST NAME]" with the Title and Last Name merge fields. Do not alter the punctuation or spaces.
8. In the first paragraph in the body of the letter, replace the text "[INSERT POLICY]" with the Policy merge field.
9. To include personalized text, add an IF field as follows:
a. At the end of the last body paragraph in the letter ("To schedule a visit…PatShea@henderson.cengage.com."), insert an If…Then…Else rule.
b. Compare whether the City field is equal to Windsor as the condition.
c. Insert the following sentence if the condition is true: I look forward to the Digital Security workshop in Windsor.
d. Leave the false condition option blank so that Word does not insert text if the City is other than Windsor.
10. Edit the recipient list to filter the data records to select only recipients where the City field is equal to Windsor to prepare the first batch of letters for Windsor residents.
11. Complete the mail merge as instructed below. You will merge to a new document and then copy the contents of the merged file to the end of your original document, so that your entire assignment appears in the same file.
a. Finish and merge all records to a new document.
b. In the new document containing the merged form letters, press CTRL+A to select all contents in the document, and then copy the selected text to the Office Clipboard.
c. In the original form letter document, move the insertion point to the blank paragraph at the top of page 2, and then paste the merged form letter into the main document.
d. Verify that the pasted merged form letter appears only on page 2 of the original form letter document.
e. Delete the page break and the Next Page section break at the bottom of page 2, and then delete the blank paragraphs after the signature line to make the document two pages long.
f. Turn off the preview of the mail merge results, and save the original form letter document.
g. Close the new, merged document without saving it.
Your document should look like the Final Figure on the following pages. Note: When opening your file or the Graded Summary report for this Project, you may be prompted to Select From “Office Address List”. Select No in the dialog box to view your report. Save your changes, close the document, and then exit Word. Follow the directions on the SAM website to submit your completed project.
Mac users will notice minor discrepancies in merge field names. These do not impact grading.
Final Figure
© aguiters/Shutterstock.com
Getting Started with At Your Service
At Your Service is a digital tool that lets you communicate online with Wellhaven Insurance customers. You help customers by answering questions, providing information, and solving problems as you exchange text messages. Customers prefer using online chat tools like At Your Service to talking on the phone or exchanging email messages. The interactions you have with customers through At Your Service make a big difference in their satisfaction with Wellhaven Insurance.
Get started with At Your Service by performing the following steps:
1. Sign in to the At Your Service app. You can sign in using a PC or a mobile device.
2. Set your status. Choose one of the following options.
Accept Chats: You are ready to receive, read, and respond to new text messages. Your first name appears in the At Your Service app as an available customer service agent.
Private: Your name does not appear in the At Your Service app, so you do not receive new text messages. However, you can continue or resume a dialogue with a customer and perform other online services, such as looking up a customer record.
3. Be prepared to respond to a note as soon as you receive it. Make sure you can access information that customers often ask about, such as their account information, policy details, coverage information, and claim status.
Chatting with Customers
Customers can use At Your Service to chat with an agent through the Wellhaven Insurance website or mobile app. They sign in to their account and then click the Chat button to open a chat window. If you are the next available agent, you receive a notice to start a chat session. Keep the following information in mind as you conduct the dialogue.
At Your Service displays the opening note: Can I help you?
When you receive the customer’s response, you can continue the conversation.
Type your responses in the message area, shown in the following image.
As you type, the customer receives a visual cue that you are responding.
Previously sent messages appear in the app so that you and the customer can keep track of the conversation.
Click the More button to axcess detailed customer information, including the customer’s location and previous visits.
Increasing Customer Satisfaction
Because At Your Service is so popular, it is an ideal way to serve our customers and improve their experiences with Wellhaven Insurance services. You can increase customer satisfaction by paying attention to your response time and verbal tone.
Interacting with Customers
RESPONSE TIME: The best way to increase customer satisfaction is to be responsive. Send a response as soon as you can. If you need to look up information, send a message explaining you are doing so and estimate how long it will take.
TONE: Be courteous and professional in your customer interactions. Address customers using their title, as in “Mr. Wilson.” If a customer has a complaint, apologize immediately and offer to do the best you can to solve the problem. In every interaction, let customers know you are focussed on their concerns.
STANDARD ANSWERS: Many chat sessions involve one-of-a-kind questions or demand customized responses. Other sessions cover more universal questions or concerns. In that case, you can access the library of standard answers to provide accurate, consistent information. Personalize the answers to suit your customer.
Customer information: Displaying customer information as you chat can help you solve problems more quickly. For example, the webpage they are viewing on the Wellhaven website might provide the key to a solution.
Creating Cases
When a customer has a question that requires research or a problem that you or another Wellhaven Insurance employee needs to solve offline, create a case for the customer. Click the More button, and then click Case to provide a title and description for the case. Select a type for the case depending on its status, which can be Open, Pending, or Resolved. The following table lists the types of cases and the average number we are handling each day.
Type Description Average Number
Open The case is ongoing and needs to be resolved. 225
Pending Someone is working on the case. 130
Resolved The case is closed. 75
Total
Background Information
Wellhaven Insurance values employee and customer interactions and is committed to satisfying customers as quickly and thoroughly as we can. We have been surveying customers for the past year to find out how we can improve our customer interactions. What we found emphasizes the importance of At Your Service and the excellent job you are doing as agents.
Customer Finding Percentage (%)
Want 24/7 access 50
Prefer online chat 55
Waited less than two minutes 95
Satisfied with online chat 70
Although wait times of less than two minutes are good, customers want even faster connections to an agent. We are working on ways to reduce the wait times to less than one minute.
In addition, we found that the demand for live chat grew by 8 percent in the past year. Customers especially value a live person answering questions as they are considering an online purchase or making a change to a policy or account online. While 70 percent of our customers are satisfied with our online chat service, only 45 percent are satisfied with email responses, and only 40 percent are satisfied with phone responses. The most common reason cited for dissatisfaction is wait time.
The customers who preferred chat listed the following reasons:
• My questions are answered immediately (81%).
• I can complete other tasks as I chat (50%).
• Chat is the most efficient method of communication (43%).
• Chat provides better information than email or phone conversations (21%).
Do you want to add information to this handbook? Send your suggestions to:
