While monitoring phone calls, we heard the following conversation between a claims representative and an auto policyholder.
As you read the interaction, consider how you—or your employees—would respond to the customer when facing a similar situation. Below, we recount the interaction exactly as it transpired, changing only the names in order to protect privacy:
The insurance company representative dials the phone number listed for the claimant. The phone rings, and Mr. Swope picks up.
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