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Overcoming Roadblocks to Customer Service

By actively listening with empathy, challenging old models, and expressing a willingness to learn and implement a new skill set, insurers can move in the direction of a long-term, loyal customer base.

By Mary Lou Dobbs | Updated on June 30, 2010

There is a tale of a medieval monk who persistently spoke a phrase in Latin Eucharist wrongly — the correct word was “sumpsimus”; the monk’s version was “mumpsimus.” As a result, the word came to be applied to someone who sticks obstinately to his or her old ways, in spite of the clearest evidence that this behavior is stodgy and antiquated.

In the business world, some customer service representatives make blind choices to continue to operate with stale, dated attitudes and behaviors, such as “customers don’t really count” and not really listening when dealing with customers concerns. The danger of clinging to an obstinate behavior is that it blocks the development of customer loyalty; destroys long-term customer relationships, and prevents businesses from achieving their full potential.

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