Time and time again, I will hear an agency tell me they give great service. In today’s world service is incredibly important, since so much of the service we receive today is average at best. However, when an agency tells me they give great service you can bet that I will ask one follow up question-what exactly do you that’s so great? This question is not meant to be comical but let’s be clear, great service starts with a strategy. In today’s world returning phone calls is not enough to give great service-that is expected! We need to dive deeper and clearly outline what great service is. Once you can outline your service expectations then your team can execute your vision. We have created a list of things to consider to make sure you can outline the service you provide:
- How you answer the phone
- Warm transferring phone calls
- Using someones name at least 2-3 times during a call
- Updating and confirming callers contact information on every call (including email and cell phone)
- Making late payment calls (I know everyone is terrified of the E&O exposure, but this is a great service to offer and if your team is giving great service they should be able to execute flawlessly)
- Account Reviews every 2-3 years in personal lines
- Listening to your questions and providing answers that make sense
- Using non insurance terms to your clients so they feel comfortable
- Not putting people into voice mail or long holds (you will be surprised, as I do secret shopper calls this is a huge problem)
- Educating callers about added features such as your agency’s mobile phone app, local discounts, referral programs
- Thanking the customer for their business every time they call
- Sending hand written thank you and birthday cards
- Calling everyone back same day and responding to every email with at least a notification that you received their inquiry
In order to give great service your agency needs to outline what great service is. Check out our blog on Thursday where I discuss how to monitor and ensure your team is always providing not just great but the best service!
