How To Deal With An Upset Customer Listen & Take Notes
When an upset customer calls in, you always want to speed through the rough part and jump right into the problem solving. Your intentions are in the right place, but it’s not the right thing. What you need to do is stop and listen to angry insurance customers.
Seriously, stop thinking, stop doing, and just listen to what they have to say. Take notes, too. If you have questions or comments, write down those, as well.
The key idea here is to not interrupt them while they have this conversation with you. Let them release all of these feelings before you try making things better. It might seem strange.
Don’t people want the problem to get fixed?
Of course they do, but if you don’t let them release some steam from their head you’ll have to deal with a slow, mostly unproductive conversation because they have so many feelings built up.
You can mention that you are taking notes, but you have to balance that with not interrupting them.
And on that note, make sure you provide cues that you are listening. No one likes talking into the phone and not being acknowledged by whoever is on the other side.
All of that is to say that you have to listen to angry insurance customers when they call in to your agency. They need to be heard and once that is done you can move on to the next step—solving the problem.
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