WOW INSURANCE CUSTOMER SERVICE
HOW TO MAKE EVERY CALL THE BEST CALL OF YOUR CLIENT'S DAY
introduction
Every interaction with a client is an opportunity to fill the client piggy bank. Your client piggy bank needs to be full in the event there is a rate increase, mistake, or issue. When there are enough deposits in the client piggy bank when issues arise the client will stay. When there is not enough in the piggy bank the client may deflect. In order to give WOW service, your team needs to take every client interaction as an opportunity not a transaction.Â
6 steps to the perfect service call
“While I have you, if I find any missing discounts or coverage weaknesses, may I bring them to your attention?
These are the 6 steps we have to the perfect service call. In our full insurance customer service training, we break this down for each and every major service transaction. Educate your team on these steps and the client piggy bank will be full!
the beginning
GREETING &Â CONTACT INFORMATION
How the call is greeted and answered has a profound impact on how your client will interact with you and the agency.Â
To master the beginning of a great service call, we must do the following:Â
- Positive Greeting: Thank you for calling AGENCY NAME. How can I make this the best call of your day?
- Build Rapport: Ask how their day is? Be kind warm and friendly.Â
- Identify the Request: Make sure you are clear on what they are looking for – in the event you will need to transfer them to another person.Â
- Confirm Contact Information: Before transferring or completing the transaction, always confirm the contact information. It’s very hard to provide WOW Service with outdated information.Â
the plan
HAVE YOURÂ PLAN A & PLAN B
First call resolution is the biggest driver of WOW Service. It is both efficient and effective.Â
First call resolution is completing everything you can with the client on the phone including documenting your management system. This provides the client immediate gratification and allows the service person to be available for the next caller. You will improve documentation and reduce dropped balls. If you can’t complete the transaction you can go to plan B, which is to do as much as you can with the client on the phone and keep an activity open for follow up.Â
mini review
PROACTIVE REVIEW
“While I have you, if I find any missing discounts or coverage weaknesses, may I bring them to your attention?”
Taking the opportunity while a client is on the phone with you is a WOW moment. This is an opportunity to educate the client, share with them coverages they should consider, and find missing discounts to help the client see our value. If the client doesn’t have time you can email them your recommendations.Â
conclusion
END WITHÂ GRATITUDE
Just like you have a rehearsed greeting you should have a rehearsed ending of the call. This is there you can add additional deposits with a planned conclusion.Â
Every end of the call should have a clear plan and leave ensuring this was the best call of the clients day!
- Thank the client for their business
- Ask for a referral: “If you know anyone who needs help with their insurance please have them call me.”
- Document the call in your agency management system
follow-up
COMPLETING POST-CALL WORK
If you can complete everything on the call, go celebrate! However, from time to time you will need to have effective follow up to see out the transaction.Â
Should you need to follow-up or looking into a matter you need to do the following to ensure a WOW experience:
- Get agreement with the client on the next step (either when they will get you, what you need, or when you will get back with them)
- Open an activity in your management system so no balls get dropped
- Follow-up when you say you will
- Follow up 3 times with the client via call/email/text (don’t rely on one method)
- The final follow up is the final request: “I wanted to follow up one more time before I close my request, please let me know if you are still interested.”
