When Maureen first started working with AdjusterPro, she would often overexplain her answer in her eagerness to exceed customer expectations. Sometimes, her extra information would just confuse the caller more!
The best answer is clear, simple, and prominently placed (at the top of the email if it’s an email response).
This might seem counter-intuitive, especially if we’ve taken Tip #4 seriously (Be Knowledgeable). We have a lot of wisdom to share! But the goal is to help the customer, and the customer might just need the one-sentence answer.
This certainly should be balanced with giving a complete answer, but Francesca has found that often the best approach is to start with the one-sentence answer, making it really clear and obvious, and then follow up with additional explanation that may be helpful.
Sometimes, people use a lot of words because they aren’t quite sure what they are trying to say. The clearest thinkers are able to distill a lot of information into a clear and succinct sentence. It’s hard, but it’s a skill worth developing!
If you work in any insurance job, you’ll have many opportunities to distill complicated insurance information into something easy and concise. Your customers will appreciate that they don’t have to think as hard because you did the extra mental work for them.
