Good Morning Stewart Family:
For those of you who may be unaware, this Wednesday is administrative professional’s day. First observed in 1952, it is the day of the year to take time out to say thank you to the men and women in the office that work hard to ensure that our paperwork is done, customer’s are contacted, and that our checks are paid. So after you give Lisa Walton a high five, think about the ways we can make our customer’s day as well.
This week I would like to talk about delivering a positive customer experience. Now, I know that you may not think that this has anything to do with claims, but you are dead wrong. Dissatisfied customers are the vast majority of people who file claims with the company, and 70% of those customers become dissatisfied because of an attitude of indifference towards the customer by the staff. This means by just tweaking a few ways we interact with our customers we can reduce claims, and as many of you realize, tipping is not about generosity, it is about gratitude for good service.
So what can we do to deliver a positive customer experience? Since our customer’s determination of our level of service is primarily derived from how we interact with them, first impressions our key. When meeting the customer at the beginning of the day, always ensure that each member of the crew displays a professional appearance. This means proper attire, no headphones or other devices that could avert attention from our customers, and most importantly smile. Focusing all of energy on the conversations with our customer’s can increase our likability by more than 60%.
So put away your phones, smile, and focus on our customer so we can deliver that exceptional customer service that we all strive for.
Robert Wright – Claims Manager