When you think of insurance, what do you think of? A gecko? A cheery lady with a bouffant? A sonorous voice coming from an unlikely person when talking about his or her coverage? Most insurance companies do a good job getting their names out there and differentiating themselves with memorable mascots, slogans and representatives. A more important consideration when thinking about insurance is: how’s the customer service?
Customer service can, and should, be a major differentiator for insurance companies and independent agents. Ideally, it is a differentiator because all companies and agents are doing it well, just in different ways…not because some are falling short.
And yet—there is no shortage of stories about different experiences people have had with their insurance company. From the bad to the good and everywhere in between, the experience can be as individual as the person. And the interpretation of the experience is certainly dependent on the person.
Differentiation matters. Outstanding customer service matters. Customer perception matters. Not every agent or company will do things the same way—nor should they—but there are a few things to consider to offer differentiated customer service.
In our nearly 15 years of providing customer service we have learned that service with a smile can be challenging, but it is still just the baseline expectation. If you can give customers outstanding service in every interaction, you’ve likely secured a life-long customer.
At LiveOps, we recognize that each call type, whether that be insurance sales, customer service or claims work, requires an agent with a unique skill set that is able to help solve a customer’s specific issue. LiveOps Agent Services boasts a community of 1500 specialized agents experienced in both financial services and insurance verticals, ensuring that our agents can give your customer even just a little more than they expect. When you exceed customer expectations you can expect to benefit as well.
Image courtesy of Image courtesy of mrsiraphol at FreeDigitalPhotos.net.
Publish Date: July 13, 2015 5:00 AM
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
|3.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
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