Interpersonal Skills: How to Deal with the Snide Comment
Claims professionals sometimes place barriers (or fail to remove obstacles) to settlement simply because they do not recognize when a customer is asking for help. Most of us in claims will not recognize that when a customer makes a snide comment, such as, “Thanks for calling…finally,” the customer is actually asking for something. We take it as an attack, and generally it is not! It is a request.
For example, some people make snide comments when they are irritated. For those people, it is important to recognize what they want when they make the snide comment. They don’t want you to admit a mistake. They don’t want you to say you are not worthy of them. They do not want you to admit you are horrible person. What do they want? You’ll be surprised. Come learn how to deal with this issue, and make your job much easier.