by liaoyu03 » Sat Sep 08, 2007 05:51 pm
I currently work as a customer service representative for an insurance company. Our purpose is to serve as "an extension" of the agent's office so that when people call in and can not get their agent, they get someone in customer service. However, I find that the agents take advantage of us and call us to do their work for them. When I speak with these agents on the phone, I often find they are very rude.
I also find that many customers call in and say their agents never call them back or never listen to their problems.They claim their insurance agent only tries to sell them more insurance. Do a lot of you find that your agent is very rude to you and does not care about you as a customer only the revenue they can get from you?
I also find that many customers call in and say their agents never call them back or never listen to their problems.They claim their insurance agent only tries to sell them more insurance. Do a lot of you find that your agent is very rude to you and does not care about you as a customer only the revenue they can get from you?
Posted: Mon Sep 10, 2007 08:38 pm Post Subject:
I am an insurance agent and I hear that from prospects all the time. In fact, I sell a lot of insurance to people simply because they are fed-up and tired of trying to contact their agent and having no luck in doing so.
Persistency is the "life blood" of the insurance industry. Without it renewals would not exist. I have never understood agents who do not provide service to their clients.
It is much easier and takes less time to keep an existing client happy than to have to go out and find a new one.
Personally, I want all my clients to call me directly if they have a question or a problem. They are "my clients" and I want to be the one they look to for help.
I have been an agent for some time and am now in a position of not having to work as aggressively prospecting as I use to. A good portion of my business is referral business.
I don't sell insurance, I sell myself.
Posted: Tue Sep 11, 2007 06:27 am Post Subject: nice interpretation!
hi!
..it is true!
Actually what happens is even the service providers also store the data of consumers who has once accepted their products!
This data helps them to identify the customers who are more prone to accepting their products and services. Thats what is a proof of what Frank J has rightly mentioned in the above post.
Regards, Fatman
Posted: Tue Sep 11, 2007 06:32 am Post Subject: some times it money what decides!
I also had the same experience with these agents or say documents collection executives. Even worse, I used to see that they ill-behaved with the clients or leads that I used to assign. Actually I feel these people seek more in terms of commission...which results in some of them developing a good rapport with some of the customer support guys from within our teams....and the ultimate thing -- these agents get inclined to serve for those leads only!
Thanks, Crossbreed007
Posted: Tue Sep 11, 2007 11:10 pm Post Subject:
There are only two kind of insurance agents.
Those who know their product extremely well and work hard to help their prospect make an intelligent, well informed decision.
And, those who are only after the greatest amount of commission they can earn and be able to do it as fast as possible.
Which one do you think will have a rewarding and financially successful career in the insurance industry?
Posted: Fri Sep 14, 2007 12:21 am Post Subject:
I am not an agent, but have had years dealing with them. The agent I have is wonderful. I have called him several times thinking I may want to save money by doing something to my poilcy. He has taken time to explain both venues with me.
I had another agent for years, and he was always sending letters, if he wasn't calling to see how my insurance needs were, if they changed, and possible offering something.
I think, as in any industry, you will always have some that are the bad apple- doesn't mean they are all that way..KAren
Posted: Fri Sep 14, 2007 04:12 am Post Subject:
Yeah! I very much agree. In fact read this article I wrote about agents a couple of days back at my blog. I personally feel that many agents don't even sale policies any longer. In fact, most agents never see or meet their clients. Worst of all, a lot of these same agents get mad because their customer don't stay with them or leave after the policy ebds. I wander why?
Posted: Fri Sep 21, 2007 05:08 pm Post Subject:
Keep in mind that some clients will tell home office virtually anything to make their point or get their way.
I've had clients tell home office "my agent has not returned my calls" when in fact they never attempted. I've had clients tell home office "I told my agent to add that glass coverage" when in fact they did not but want that endorsement to cover an existing problem. They never realize that information gets back to the agent.
As an agent you have to document most everything to protect yourself.
Posted: Sat May 21, 2011 10:29 am Post Subject: cvMsvBsNHjGFOnxssK
About2988.. WTF? :)
Posted: Mon May 23, 2011 01:27 pm Post Subject:
I own the agency but don't do service or sales at this point. The key is in puttingthe right service team in place. I get zero complaints for several reasons...we have system and everyone follows it...I have great people...they also know that we hire "mystery shoppers" occasionally and that the results could mean working here or somewhere that's not here
Posted: Fri Jun 03, 2011 11:21 am Post Subject: MRBACwlmTdVfYRIwZ
About2988.. He-he-he :)
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