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Also known as "Comprehensive" coverage in Auto insurance policies, provides all-risk protection for damage to a covered auto from perils that occur that are not due to collision. This includes, but is not limited to, losses as a result of fire, theft or larceny, explosion or earthquake, windstorm, hail, water, flood, malicious mischief, vandalism, riot, animal contact, and glass breakage.
Insurance Industry News from ProgramBusiness.comService Starts Where?
It's so tempting to place the responsibility for creating, happy, loyal customers on the front-line people. After all, many problems emerge during the ongoing customer service relationships – problems that directly involve these employees.
But the truth is most of the responsibility falls directly on the shoulders of the leaders and managers of the organization. Ask yourself these questions:
-Is your firm clearly committed to customer satisfaction?
-Do you have a written customer service philosophy?
-Are your internal customers (employees) treated as well as your external customers?
-Do you celebrate success when your firm delivers outstanding service?
-Do you have a formal program in place to address customer complaints?
-Do you use customer complaints as a learning tool?
-Is customer service a part of an ongoing education program?
If you are deficient in any of these areas or want some new ideas to add to what you're already doing, here are some suggestions.
Be a role model. All of us set examples with each and every action. If improper customer service behavior occurs in the absence of customers, it will carry over to when the customer is present. Recently, in a client's office, I witnessed a lead customer service representative complaining to one and all about a customer after hanging up the phone. When I questioned her about her outburst, she immediately became defensive. She said that she would never show that attitude to the customer. Maybe not. But what message did this senior person send to her coworkers about how she really feels about her customers and her job?
Address each customer problem or complaint immediately. Nothing is more disturbing to customers than not having their problems acknowledged. Even if a remedy is not immediate, advise customers what you will be doing and when. Recently, I was very impressed with the service I received from Bank of America. A Visa card payment I had mailed to Bank of America had not been credited to my account. After checking with my local bank to be sure the check had cleared (it had), I called Bank of America anticipating a struggle. To my surprise, the woman I spoke with (after I survived the world of automated selection) quickly transferred me to her supervisor, who immediately gave me her name and number and listened to my problem. She asked when I normally get my bank statement and would I please fax her the canceled check when I received it. She assured me the finance charges would be dropped, and she apologized for the inconvenience. Good job!
Create with your staff your Ten Commandments of Customer Service.
The delivery of outstanding service requires an ongoing commitment by everyone within the organization. Each person needs to make his or her own agreement. Ask each associate to make a list of how they would want to be treated if they did business with your firm. At a brainstorming meeting, compile the lists. Discuss which ones would apply to your business as a whole. Agree on the ten that best apply. Meet again to finalize the list, and discuss the ways to put them into practice. Several of the commandments from my suggested list are: (1) Convey an attitude of appreciation for your customers. Show gratitude for their business. (2) Don't judge customers. Treat them all as if they are the only customers you have. (3) Keep your mind and body on the job 100% of the time. Leave your personal baggage at the door. Refer to your firm's commandments often, and share personal stories as to how and when they apply in a day's work.
For a sample Ten Commandments of Customer Service, go to www.sellingstrategies.com and click on “Free StuClick for the whole story...