Bray’s Report

It’s not difficult but so many people seem to have a hard time getting it right. Providing great customer service is the same across any industry be it at the grocery store, a restaurant or even your local cable company. You can all remember the last time you personally were on the receiving end of bad customer service. It doesn’t feel good does it? Often in auto claims it’s easy to become jaded and find oneself snapping at customers, vendors and even cube mates.

The auto claims environment which all of you work lends itself toward negativity. People don’t file an insurance claim with a smile on their face. In auto claims, somebody just wrecked their car, their insurance rates may go up and they are quite stressed because they don’t understand the claims process. This often leads to unnecessary animosity between the adjuster and the vehicle owner and can filter on down to everyone who comes in contact with the claim.

Here’s 5.5 tips to make your life easier and provide top quality customer service!

1. Realize the industry you are in. It’s auto claims. They aren’t happy.  Focus on being friendly and understanding. Lend and ear and hear them out. In my experience if you let the vehicle owner vent their concerns they  will be very appreciative. 

2. Understand their distrust. As an insurance adjuster, appraiser etc. Many people won’t trust you. They feel you are only out to short change them and pay them the lowest for their claim or worse yet, deny it. The key to breaking down this barrier is to be upfront and explain the entire claims process in terms they understand. Explain how you are going to assist them through the process within your capacity and follow the protocols your company has set forth and the policy provisions they purchased. 

3. Always return calls as fast as possible. Calls are a priority. The fastest way to tick off a customer is to forget to call them back in a timely manner.  Any perceived lack of response can kill any hope of resolving the claim in a friendly manner. Sure, you may THINK you are busy, but returning voicemails fast needs to be an obsession.

4. Keep the customer/vehicle owner informed at all times. Don’t be lazy! A proactive call to a vehicle owner is often appreciated. If you find out some piece of information that will help put the vehicle owner at ease, call them up and give them the news. Doing the little things that show you are on top of your job lets customers know you will go the extra mile for them.

5. Be organized. Easy to say but if you don’t have a diary system or some method that allows to track your day, you will like a ship without a rudder floating aimlessly. You will be stuck taking phone calls and forced to be “reactive”. A good adjuster/appraiser is proactive. Don’t complain that nobody has told you how to get organized. Take control of your desk and own it. 

5.5 As the saying goes, treat others how you want to be treated.  You’ll remember this next time you are on hold for an hour and a half  with your credit card company trying to find out who just charged five thousand dollars in cigarettes to your card.