Front line brokers discuss how to deal with the public and what tops their customer service tactics.
Aslam Baksh, Manager, Personal Insurance, Aaxel Insurance Brokers
What’s your clients’ reaction to the push to automate aspects of customer service?
We deal with a wide range of customers from varying age groups. Our younger clientele is definitely looking for automation or seeking more automation. They prefer using apps on their phone or sending text requests. Any method that’s fast and reliable—our younger clients tend to move in that direction. Older clientele still appreciates coming into the office to sign paperwork or mailing post-dated cheques.
How do you tailor your tone with customers given the broad range of clientele and interactions you handle?
We always use a positive tone regardless of what type of client we’re dealing with. Whether you’re closing the deal or dealing with an irate client, a positive tone always works best.
What approaches have you found successful in dealing with unhappy customers?
Allowing the client to voice their concerns. Hearing them out without interrupting. Then—with the help of a positive tone—resolving the issue as quickly as possible.
How do you handle meeting everyone’s preferences and optimize them operationally?
We try our best to accommodate requests to the best of our ability. Clients may prefer to receive the quote by email, text or WhatsApp. Other clients don’t have an email address or know how to send or receive texts. We interact the way it best suits them and do whatever we can to accommodate.
How do you approach system changes with clients?
Our clients aren’t normally affected by internal system changes, but if we ever have a change that may affect a client, we’re proactive and advise them ahead of time.
What’s your top customer service tip?
Be patient, listen, show empathy and keep your word. If you tell a client you’re going to do something for them, follow through!
Sarah Macklin, Account Manager, Personal Lines, Paisley Partners
What’s your clients’ reaction to the push to automate aspects of customer service?
My clients’ response to automation is quite varied. In part due to age. In part simple preference. Many clients prefer the personal touch of having a conversation and expanding on their questions and concerns. Those clients who prefer automation have that opportunity. I always make a point to ask what method of communication they prefer.
How do you tailor your tone with customers given the broad range of clientele and interactions you handle?
Every client is unique with different needs and preferences—communication must vary according to their circumstances and mood. Some prefer a more casual tone, and others want a more formal conversation. I let the client take the lead and match their tone accordingly—unless they’re upset!
What approaches have you found successful in dealing with unhappy customers?
Unhappy customers require a different approach. Allowing them to express their concern at length is helpful. I empathize, speak more softly and explain that I’ll work to find a solution. Being respectful and empathetic generally goes a long way to calming the situation and finding a positive resolution.
How do you handle meeting everyone’s preferences and optimize them operationally?
Most clients clearly express their preferred communication, whether it’s electronic only, phone only, or paper only. I typically note their file with their preference so others who may be involved are aware. Speaking to clients as a person rather than just a client goes a long way.
How do you approach system changes with clients?
I’ve transitioned through many system changes. People are naturally resistant to change and always appreciate support. I explain the reasons for the change, how it will benefit them and how things will move through the transition. We like to use all methods of communication through changes so we’re able to evaluate any additional support that someone may need.
What’s your top customer service tip?
LISTEN. LISTEN. LISTEN. Clients need to be heard and understood. Knowing their concerns are valued makes them feel confident with our service.
Tegan Lynch, Personal Lines Account Manager, McDougall Insurance & Financial
What’s your clients’ reaction to the push to automate aspects of customer service?
Customers enjoy speaking to someone they can relate to and getting an instant answer back. We use a lot of applications, but a lot of the time, a simple and clear explanation empowers customers to be more accepting of the ever-changing world. Especially operating in smaller communities in Ontario, many clients still want to call or come into the office and talk to the same person every time.
How do you tailor your tone with customers given the broad range of clientele and interactions you handle?
You must read the room with every call and interaction and work outside the box. Even in the worst scenarios, if you address someone with an upbeat tone, they’re more likely to give you a chance to help.
What approaches have you found successful in dealing with unhappy customers?
If someone is unhappy, listening is the easiest and most effective way to handle the situation. Let them know you hear what they’re saying by repeating what you’re hearing, and be confident. Give them a clear understanding of what you’re going to do and follow through with the timeline you set out.
How do you handle meeting everyone’s preferences and optimize them operationally?
Every broker has their own style and skill set. I truly believe this comes down to an excellent management team, hand picking the right people for the job.
How do you approach system changes with clients?
We recently did a system change that was a big adjustment for staff and customers. By taking the time to explain what you’re doing and why, and how the customer can assist, most are willing to help. There are a lot of customers who don’t enjoy change—for those customers, patience and understanding is key. You may have to spend a bit more time, but it doesn’t go unnoticed.
What’s your top customer service tip?
Empathy. When you’re empathetic, you can adapt your communication style based on the situation. Having a background in healthcare makes me comfortable helping people in difficult situations. Often, clients call in when there’s a major life change, a spouse has passed, or an accident. Be real! People want to speak to someone who will pick up the pieces in challenging times.