Empathy lets your customer know that they are not alone in their problem. Expressing empathy is one of the most important things we can do when working with an upset customer, says Customer Champion Francesca. It de-escalates their negative emotions and helps put them in the right mindset to hear our answer.
But sometimes, it can be tempting to validate a customer’s feelings by echoing their criticism. If a student is complaining about a state’s regulations, we might want to say, “I hear you, those regulations are so ridiculous!”
But at AdjusterPro, we try to treat all of our business partners with courtesy. We are in the unique position of working with just about everyone in the insurance world – individual adjusters and agents, Departments of Insurance, big insurance carriers, other companies that serve our students – the list goes on! We love bringing a human touch and a spirit of partnership to all areas of the industry.
We don’t speak poorly of our partners and vendors to our customers. And we don’t speak poorly of our customers to our vendors.
While offering an empathetic ear is important, don’t get dragged into the ugly cycle of frustration. Stay out, and you’ll stand out. We might say, “I hear your frustration, and I’m going to help you navigate these regulations so you can get your license in no time!”
If you’re an adjuster, you help people recover after unexpected disasters. It’s important to empathize with their pain and let them know you’re here to help.
But if they want to complain to you about the insurance carrier, their policy, the customer service rep, other adjusters, and everything else – don’t get on that hamster wheel with them! Turn the situation to your advantage – “I hear your frustration. I’m here to walk you through the process, file an accurate claim, and get this settled for you as quickly as I can.”
