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Health Insurance Maternity Coverage No Waiting Period - Consistent transportation

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Clear communication is great; consistent communication is better

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Health Insurance Maternity Coverage No Waiting Period

Many experts focus on good communication, reminding us to chronicle well, be clear and succinct, "don't waste people's time!" However, an even bigger, often overlooked, factor in company is Lack of communication.

Consider the following situation:

I recently had a qoute with my condition insurance. When I called my agent, he had lost my file and couldn't reply my question, then became confused over whether or not I had the coverage in question. He said he'd check on it, only to leave me hanging for weeks without a response, despite numerous calls and requests for return calls or e-mails (to help eliminate phone tag).

When I met an agent from another department that also handles my condition assurance provider's policies, I explained the situation and asked him to have person call me, intending to switch associates and use them. I later discovered that he did pass my name on to a colleague who handles condition assurance (since he did not).

A week-and-a-half went by with no call. Now frustrated by the new company, I called my own department again. When my agent wasn't there, I asked to speak with person else - and got the President of the company, who is now handling my qoute personally.

After I'd re-contacted my current company, I received a call from the new agent, who explained that I hadn't received a return call because "she'd been out sick the previous week" (by this time, half of the current week had also gone by). Since I opinion she'd whether forgotten about me or didn't have time for me (and had gone back to my old department by then), our opportunity to work together had passed.

A conversation with a respected colleague caused me to ask myself, "Uh-oh, am I being intolerant?"

The bigger - and more leading - ask is whether or not the new company person had lost the opportunity for new company by allowing a potentially "intolerant" attitude to be fostered, when it could have been nipped in the bud - and legitimately converted into a very tolerant one - with a simple phone call. If she had plainly called me (or asked person else to call me) to say:

"I'm so sorry - you've called at a time when I'm (or she's) out sick [or I've just gotten back from being out sick, or I'm in the middle of a big situation that needs resolving - or practically anyone at all!]. May I call you back in a consolidate of days when I can catch my breath and serve you properly?"
Would I have understood? Of course! Would I have been more inclined to cut her some slack? legitimately (I've been there, too!) Would it have cut off the thoughts/feelings that I was whether being ignored, forgotten or wasn't leading to them? Yes. Would it have given her time to both deal with more urgent matters And gain new business? Yes.

In an exertion to continually heighten our service, we must ask ourselves:
How do our customers feel when we don't reply their calls in a timely manner?
Even if we know the status of a customer's situation and know that we're working on getting it resolved, if we haven't called to tell the customer (often for days or weeks at a time), do they know it?
Don't our customers deserve not to be "left in the dark"?
Wouldn't it help to call, even if we don't have a full reply yet, or just to say, "I'm waiting for an reply from person else and haven't received it yet - but I wanted you to know that I haven't forgotten about you"? Would it additional help to tell them it may be a few more days before we can get back to them with an answer?
Why would we want to give our customers any opportunity at all to "build up negative scenarios" in their own minds, when timely sense (even if it contains nothing new!) could forestall that from happening?
Are backup systems in place to deal with customers and possible customers in case we're out for a period of time... Even if it's just to call population to ask for more time until we return?

By keeping in touch, we let customers know:

They are leading to us

We have not forgotten them

We are working hard to get their issues resolved

We are probably just as frustrated as they are (building commiseration and empathy from our customers; we're in this together!)

The nuances of customer assistance can be tricky to recognize and difficult to remember, especially when we're overloaded. But we must take advantage of every opportunity to differentiate ourselves and allow our customers to think, feel and say (to everybody they know), "Wow, when I worked with him/her, I never had to wonder what was going on. I was always kept in the loop, and always felt valued by that person."

We're all overloaded. And no one is perfect; no one knows that best than I (sigh!). We may not be able to give this level of assistance every time. But if we strive to learn and heighten a petite bit from every situation that arises, trying to do best at least sometimes, set expectations up front, then effect through with them, that's when we get the biggest bang for our customer assistance buck, and when we stop allowing overlooked nuances to create negative scenarios in our customers' minds (and subsequent actions).

Try this and watch your customer loyalty - as well as your company - soar!

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