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17th Annual America’s Claims Event June 19-21, 2013
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Not too long ago the topic of blended learning came up as a topic that should be discussed in this blog. Specifically the topics of what platforms to consider to get the point across and how to measure effectiveness of the platforms. At a SITE (Society of Insurance Trainers and Educators) Conference that I attended and spoke at this year I covered the topic of blended learning. Covered in the talk were the advantages of blended learning, the different tools and strategies that can be used, along with how to manage the different tools and many other ideas To see all of the ideas take a look at the handout on the International Insurance Institute website. Let me know what you think. What are some way that you incorporate blended learning into your work? What platforms do you use? Do you find that some platforms are better than others? Anything you have to say about blended learning we would love to hear.
Recently a chart explaining the difference between customer advocacy factors and customer satisfaction factors from the Peppers and Rogers Group landed in my e-mail. Upon inspection of the chart, I found that there was some very valuable information worth sharing that every customer service professional needs to know.
The chart explains that in order to have great customer satisfaction there are some factors that have to be provided by the customer service professional. These factors are being competent, be exceptional at handling issues, knowledgeable, and be available for the customer whenever they need them.
To tie this back to the world of claims, first and foremost claims professionals have to be knowledgeable in their field before they are able to provide good service to anyone. Continuing education classes and keeping up with relevant insurance news are just some ways to stay educated and provide better information in turn. After that, claims professionals need to know how to be empathetic and patient with their customers in order to handle the issues in the best way possible. Listening is the key when it comes to understanding followed then by reacting to the situation. The other important factor to keep in mind is that while working in any customer service field, especially in claims, you need to be available for your clients at any time they need you. No, this does not mean that you always need to have your phone next to you to take calls but it does mean that you need to get back to every client in a reasonable amount of time. Show your customer that you do have time for them and that you are going to help them in the best and most efficient way possible.
The chart also shows what factors are most needed to gain customer advocacy. Click on the chart to enlarge and tell me what you think.
As President of International Insurance Institute, I receive requests (at least 3 times a year) from companies in the U.S. to help them set up claims handling operations outside of the U.S. (usually in India).
The goal of these companies is to handle claims for the U.S. customers but lower the expense dramatically by using inexpensive labor.
If you think about it, anything that can be handled by internet and telephone these days can be handled anywhere in the world, so I understand the lure to set up such operations in order to reduce a companies largest expense which is typically personnel. Sure, they will start with the easy stuff like glass loss, but they’re going to work their way up to the harder stuff.
Whenever I receive these calls, I always decline (I’m not interested in helping move jobs out of the United States, thank you very much!). But you know what, If I don’t do it somebody else will. And from what I understand this is already happening.
The push towards customer service in the claims industry is not only the concern of the companies themselves, but should also be the concern of the employees within them. The ability to deliver truly outstanding customer service has a direct connection to job security. Once someone outside of the U.S. can deliver customer service “almost” as good as we can, we can kiss our jobs goodbye since the cost of that labor is 1/4 the cost of our labor.
All of us in the claims industry need to be completely focused on customer experience and be much, much better than our low cost competition.
These are just my thoughts on the subject but I would love to know yours. Do you agree, disagree? Looking forward to hearing your your thoughts.
I recently wrote an article called “Oh Her? She’s New: A Lesson in Attitude and Performance.” The article talks about how having a good attitude can help you have a better performance at work. I’m very excited about the article and I hope y’all like it after reading it. I’ll post all the locations of the article as I get them but for now, enjoy reading it on ArticleWeekly.com.
Also, I’m giving an interview on the article today for VOWS, a bridal magazine, and I’m really looking forward to it. I’ll keep you updated for when that article comes out as well. Hope you enjoy reading the article and let me know what you think about it.
In the claims world, and in every profession where managers are used, there are many things that a manager can do to inspire their staff to greatness. I have written about this topic as it relates to the claims world and came up with 8 characteristics of a good adjuster. I believe that a good adjuster should have the correct attitude, desire for excellence, show initiative, use teamwork, provide great customer service and empathy, be great at time management, continue their education, and have strong interpersonal skills.
I was recently turned on to a podcast entitled “How to Inspire Your Staff to Greatness” and found the tips very informational and something that,when taken with my characteristics, will make managers even more effective. The podcast can be found here but I am going to list the 10 points made for you to read in case you don’t have time to listen to the entire thing.
The 10 points are as followed:
1) Adopt the mindset that you want to be more than just the average supervisor or manager
2) Model exemplary behavior
3) Keep your rules and regulations as simple as you can
4) Remove obstacles for employees, contractors, potential clients, etc
5) Find out how the people you are involved with learn the best
6) Make it safe for people to take reasonable risks
7) Help them to find their passion
8 ) Frame everything using motivational language
9) Create a memorable experience for your employees
10) Develop a culture of trust
What are your thoughts on the podcast? Do you think that the points relate to mine? What are some things that you feel make an adjuster better? I’d love to hear your feedback.