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 Resolving
an agent’s problem at the moment it occurs saves everyone
time, money, and stress; while reducing workload and agent
dissatisfaction. In this session, we will examine where service
breakdowns occur during normal operations and develop recovery
strategies that will prevent a service meltdown. We will review
when and how to recover, how to handle embarrassing situations,
difficult agents, and emotional confrontations. We will learn
that exceptional service is not perfect service, that emotional
detachment is the key to managing agent hostility, and what
to do when you have had enough. We will discuss the different
levels of agent dissatisfaction, how they got there, and methods
to personalize our recovery for these relationships. We will
use the impromptu roll plays during this session as a way
to demonstrate the desirable responses.
Following this segment of our session, each team will present their status report. These will be “real” reports that are designed to be conducted monthly or bi-monthly, as needed. Following these presentations we will present certificates of completion to each participant and ask them to each to give a 30-second review of what they learned. We will continue to offer coaching and guidance online whenever needed and we will maintain the coaching forum for as long as desired – with an expectation that we will hear from the participants on a regular basis.
The details of each session and estimated times for each session will be developed once we conduct the strategic assessment. Please remember that this only a sketch of a typical program. We will require a thorough assessment of your organization, your culture, your underwriters, and their issues prior to final design.
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