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7 Cards in this Set
- Front
- Back
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“My rates are too high.”
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Discussion Points
• Review Policy records • Explain Additional benefits o For example: Coverage Plus, Identity Theft • Possible increase of deductible • Identify available discounts |
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“The other company can provide better coverage”.
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Discussion Points
• Ensure like coverages • Explain Additional benefits o For example: Coverage Plus, Identity Theft • Review Policy records • Identify available discounts |
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“I am canceling my policy; the last Rep that I spoke with was rude!”
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Discussion Points
• Apologize • Explain we value the relationship with the customer • Take corrective action |
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“There seems to always be a problem with my bill”.
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Discussion Points
• Provide a Billing explanation • Take corrective action • Offer different bill options |
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“I no longer work for the company. What are my options? ”.
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Discussion Points
• Advise customer can continue policy • Review Billing options o Offer ExpressIT or MRCC • Review policy for other discounts |
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“I can’t stand your automated voice system. I like to talk to a real person”.
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Discussion Points
• Apologize • Offer to help with prompts/educate customer |
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“I’m moving”.
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Discussion Points
• Congratulations on moving • Ask: “Are we going to write you a new policy?” |
