Verbal Courtesy
Courtesy pays off. It's hard to be mad at someone who's being nice, so be nice! Be generous with 'please-and-thank-you' language. Thank callers for calling and for holding. If you need to be away from the telephone, explain to them why you're putting them on hold so they know you're working to solve their problem and not going for a cup of coffee or just stalling for time.
Sometimes it is not convenient for a caller to hold, for example, when they're making toll calls or calling from a car or pay phone. Before automatically switching someone to 'hold,' ask if it is convenient for them to wait. If not, offer other options such as taking a message, talking to someone else or calling back later. Let them know that their convenience is important to you.
Remember to make the caller feel 'special,' because they are special. The attitude you give is usually the attitude you'll get back. Courtesy goes a long way in easing a tense situation.
Learn and use customers' names. People love to be remembered by name. It makes them feel special.
When dealing with other businesses, compliment them on their good telephone personality or procedures. Positive reinforcement is important to everyone who is trying to do a good job every day.
Identify the caller's need quickly and correctly. No one likes to repeat a story to three or four people in a row. Take a minute to tell your co-worker what the call is about.
Know the details about your agency. Callers will want the street address, driving directions or the spelling of the owner's name. Make sure you can deliver all those details without hesitation and that you can answer the most frequently asked questions about agency products and services as well.
Most of all, make callers feel welcome. Let them know that the agency is always glad to hear from them.
Listening Skills
In telephone work, listening is every bit as important as speaking. It is estimated that we spend about 45% to 55% of our time listening. However, few of us ever receive any formal training in listening skills.
There are many factors which will affect your ability to listen while on the telephone. Perhaps you have a cold or a headache. Is your desk in a high-traffic area? Are you too close to co-workers' desks or the computer printer? Maybe you're just plain bored or tired of phone calls.
Listening requires a conscious effort. Many of the calls we receive are of a similar nature, and we tend to lean back and say, 'Oh, another one of those.' That can be a dangerous attitude for you and for your client. That call may be the one call that is different and requires special attention or a different solution.
There are some easy things you can train yourself to do to make listening more interesting and more enjoyable. For example, take notes. Clients are sometimes upset when they call, and they don't always give information or facts in a logical order. Taking notes will allow you to go back over what was said and put things in order. Taking notes will also be useful in documenting the client's file as to what was said during the communication. This is a necessary function to avoid errors and omissions claims.
Listen for the general concept. Does the insured want action, sympathy, information or help? How urgent is the situation; does it need immediate action?
Learn to listen for key words such as 'cancellation,' 'premium,' 'change,' and 'claim.' Those words tell you to stop whatever else you are involved with and listen carefully. That call could have serious consequences for the agency.
You will probably hear some 'hot' words. People, when they're upset and angry, use language which you may not be used to hearing and you may not like. Learn that such language is not usually directed at you but at the situation, and don't take it personally. Listen, and once they have blown off some steam, jump in and get control of the situation.
Pay attention. Don't spend your listening time preparing to talk. Don't interrupt. Let the customers vent their feelings and explain what they expect. Try not to be distracted by accents or poor grammar. Let callers know that it is okay to ask questions and that, in fact, you welcome questions. Questions help you narrow down the purpose of the call and refer them to someone who can help.
Questions
Questions are part of everyday life in the insurance business. We get paid to receive and give information. The secret rests in receiving and giving information that is both adequate and correct. Questions help us narrow down the topic and get problems solved. They help us discover and meet our clients' needs. This formula is useful in handling questions you will be asked by clients:
- Listen to the question, really listen. Force yourself to concentrate. Never dismiss a questions as unimportant or trivial. Deal with the questions asked, not the one you wish had been asked.
- Repeat the question. Let the customer know you understand his/her need or request.
- Answer the question. Be ready to back up your answers with quotes from the policy forms.
- Give examples. People understand information best when it is presented in story form. If you can tie the example to an interest or hobby of the insured, all the better.
When answering questions, avoid giving too much information. Be sure you know who is on the other end of the telephone line. Lawsuits, divorces and financial defaults can threaten the confidentiality of our clients.
When asking questions, be gentle. Tell the client why you need the information and what will be done with it. For example, 'Mrs. Brown, I'll need to ask you a few questions about your new home. I may be able to use the information you give me to reduce your rate and save you money.'
Screening
You will soon learn that not everyone in the agency takes every call that comes through for them. Some agency staff members have their calls screened. Screening means finding out who is calling-and sometimes why they're calling-before a call is put through. Generally it means that their time is valuable and must be allocated carefully. You are a protector of their time.
There are three levels of screening. We will discuss each of them in detail.
The Level I screen is used by a general switchboard operator or receptionist. The emphasis is on identifying the caller's need. A Level I screen might be, 'Good morning, ABC Agency. How may I direct your call?' Notice that the person answering did not identify himself/herself and asked, 'How may I direct your call?' This question generally is preferred to, 'May I help you?' A customer assumes you can help when they call the office. The key is to determine the purpose of the call as quickly as possible. If the caller knows the name of the agent or service representative, he/she can say so immediately.
A Level I screen requires you to educate callers. If a caller does not know who handles his/her account, give the representative's name and advise the caller to ask for that person directly the next time. You can suggest that the caller make a note of the name on the policy. This will take a little extra time initially but will save time in the long run.
A Level II screen occurs when you answer the telephone for a particular individual. That individual will speak to anyone but likes to know who is on the line before taking the call. Your job is to get the caller's name in a non-threatening way. Here are some suggestions: 'May I ask who's calling, please?' or 'May I have your name, please?' Never say, 'Who is this?'
If the caller resists giving you his/her name, try these tactics. Give your name and get the conversation on a more personal level. Ask for the spelling. People assume there is a reason if you ask for a spelling. Give the reason why you need the name, or say that the agency must log all incoming calls before they can be transferred from the switchboard.
When you transfer that caller to the appropriate person, make sure you give the caller your co-worker's name. This accomplishes two purposes. First, it helps the caller learn and remember the representative's name. Second, if the caller becomes disconnected during the transfer, he/she will know whom to ask for when calling back.
When you route the call, ring the party called and provide the name of the caller. This allows the staff person to answer using the caller's name. Let your co-worker know if the caller seemed angry or upset, so he/she can pick up the call in the proper frame of mind. It allows the agency or representative to maximize efficiency by:
- Being mentally prepared.
- Having necessary information/forms at hand.
- Calling a co-worker for help or information.
- Having an appointment calendar or appointment book in hand.
A Level III screen occurs when you answer the phone for an individual, and that individual will not accept calls from just anyone. The individual's position in the organization dictates a careful use of his/her time.
Tact and diplomacy rank high in the Level III screen. You must obtain as much information as possible about the caller and the subject of the call. Try to have a list of people/topics that can be put through as well as those that cannot. A thorough knowledge of your agency is essential. Refer the caller to someone else when you can. 'Sell' the person on talking to a substitute. The following responses are recommended: 'Mr. Brown is unavailable, but his assistant, Mr. Jones, can speak with you;' or 'Our specialist, Miss Smith, can help you.'
Level III screens are difficult to enforce, but the protection and priority of management time depends on your telephone ability.
To review, there are three levels of screening. Level I centers on the identification of the caller's need. Level II focuses on identifying the caller, and Level III centers on determining the priority of the call.
Screening takes the skill to sell the qualities of other agency staff members to callers. It involves educating customers and preparing co-workers when the call is put through. Remember to offer callers options when individuals they are trying to reach are unavailable. You are truly an 'island of communication' in your agency. As with any island, the options are few-sink or float.