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7 Cards in this Set

  • Front
  • Back
“My rates are too high.”
Discussion Points

• Review Policy records
• Explain Additional benefits
o For example: Coverage Plus, Identity Theft
• Possible increase of deductible
• Identify available discounts
“The other company can provide better coverage”.
Discussion Points

• Ensure like coverages
• Explain Additional benefits
o For example: Coverage Plus, Identity Theft
• Review Policy records
• Identify available discounts
“I am canceling my policy; the last Rep that I spoke with was rude!”
Discussion Points

• Apologize
• Explain we value the relationship with the customer
• Take corrective action
“There seems to always be a problem with my bill”.
Discussion Points

• Provide a Billing explanation
• Take corrective action
• Offer different bill options
“I no longer work for the company. What are my options? ”.
Discussion Points

• Advise customer can continue policy
• Review Billing options
o Offer ExpressIT or MRCC
• Review policy for other discounts
“I can’t stand your automated voice system. I like to talk to a real person”.
Discussion Points

• Apologize
• Offer to help with prompts/educate customer
“I’m moving”.
Discussion Points

• Congratulations on moving
• Ask: “Are we going to write you a new policy?”