This article is part of an ongoing series on Delivering Great Customer Service.
If you do customer service for any length of time, you’ll end up answering the exact same questions over and over. It becomes so automatic you might feel like you’re turning into a robot!
Whether we’re answering the same question for the 100th, 1000th, or ten millionth time, we try to remember that it’s the first time this particular person has asked it. For them, it’s a totally new question and a new problem.
This tip is another way of remembering to keep things in perspective and look at it from the customer’s point of view.
Abbie likes taking a moment to imagine what her customers are feeling to help her connect with them. For example, many of our callers are nervous and excited about the possibility of a new career as an adjuster or agent. Abbie imagines their interest and nerves, and it helps her to get excited for them.
Sometimes it’s not the 10th person with the same question, but it’s the same person with their 10th question.
Our Customer Champion, Kim, is great in these situations, and our students can tell she has their best interests at heart. For her, this just means she hasn’t quite determined the person’s true need yet, and she’s going to stick with them until she can uncover that.
When you get to your tenth claim of the day, consider your client. For them, it might be their first conversation with a real adjuster, and they’re full of questions about how their claim works.
