Michael's Tip of the Week 3/4/2014:
Remember that our overall goal is to have the customer complete the survey. The hardest part of being a CEA is controlling the conversation. Controlling the conversation means not allowing the customer to take us too far away from the survey. The farther we allow a customer to take us from the survey, the harder it is to bring them back to the survey to complete it. When a customer attempts to take us away from the survey by either talking about personal items, asking questions about us, discussing unrelated insurance items like recent commercials and specials, we need to listen to them, but take advantage of pauses and breaks to acknowledge what they are saying. You can assure them you will forward that information or interest to the agent then following up immediately with the next question on the survey. This will help keep your call durations low, which is a large part of the productivity goals. This skill that will propel you from a good CEA to the top of the pack! Have a great week!
H2insight's MISSION STATEMENT:
To obtain & deliver valuable customer information in a way that enhances our clients' relationships, promotes loyalty & improves their performance. To use Christian values to earn our clients' and fellow team members' trust and respect through relationships, value & performance.
We will be the most trusted & valued client resource and employer empowering God's business where the people and the clients reach their greatest potential.
Honesty & Integrity
Quality & Excellence
For the businesses and people we come in contact with each day to be better off for knowing us? Ask ourselves: Did we add or subtract from those we touched today?
Copyright 2014 H2insight, Inc.