Gaining Customer Trust: Ending the Question-after-Question Cycle

When customers are anxious and nervous, they tend to ask a lot of questions. When it becomes excessive, it can be very time consuming. In these cases, the claims professional will answer all of the questions, yet it is likely the customer will not get what they are truly looking for - some level of reassurance from us.

The focus of this session is to improve the customer experience throughout the claims process in order to increase customer satisfaction and reduce claim expense through improved interpersonal skills and handling efficiency. Claims professionals are taught specific skills to accomplish these goals and make their jobs easier and more satisfying.

This session includes demonstrations of some real-life skills that can help any claims professional learn how to gain customer trust, reduce customer anxiety, reduce phone calls, improve the customer’s perception of how they are being treated, and make the claims job easier.