This article is part of an ongoing series on Delivering Great Customer Service.
These next two rules are simple, practical, and maybe a little obvious, but they go a long way in giving a positive customer experience. Tip #4 is be knowledgeable. Learn how the insurance industry (or your industry) works and how your product or service fits into the big picture. It will go a long way in building your confidence and your customers’ confidence in you.
If Abbie could give a new adjuster or agent any customer service advice, she would recommend taking the time to thoroughly learn the industry and the product or service.
Abbie gets that this is a lot of work, especially early on in a new career! When Abbie first started working with AdjusterPro, she would get questions and not know the answer. But as soon as she hesitated on the phone, the student would pick up on her uncertainty and get nervous. Abbie realized that being knowledgeable and confident about her answers made the students feel confident as well.
When Abbie worked as a field adjuster, many of her clients were stressed because they didn’t understand the insurance claims process. Being able to say “I know how this works” and talk them through it made them feel more relaxed and confident that their claim would be handled appropriately.
Thomas loves helping potential adjusters learn about the entire licensing process – it’s got a few steps, and many students are unsure where to even begin.
By understanding the whole process rather than just where our product fits in, Thomas is able to give his customers a big-picture overview of what to expect. This is a great way to go above and beyond their expectations and give them confidence.
Of course, we all run into situations where we don’t know the answer. That’s life! In these situations, we acknowledge what we don’t know and then do the research.
