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Customers Listen When You Extend the Courtesy

Think of the empathic connection as the difference between what the claimant says and what he or she means. This is especially crucial in enhancing customer satisfaction at FNOL and beyond..

By Carl Van, Teresa Headrick | Updated on July 16, 2013

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:

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