Every Customer Conversation is a Moment of Truth - Are You Ready?
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A customer service representative (CSR) picks up the phone. At the other end, a policyholder wants to add her daughter to her automobile policy. Does your CSR have the information he needs about this policyholder? Is he going to know what to do, and can he complete the policy change quickly? Will the right regulations be applied so that the interaction is compliant? Can you retain the policyholder at a cost that benefits your business? And will you able to capitalize on the conversation to increase the individual’s lifetime value?
With this common request, a moment of truth has arrived: The way in which you conduct this conversation will fundamentally alter the policyholder’s relationship with your company. It will create a lasting impression – either good or bad – as it represents that moment when you can deliver an experience that either increases customer loyalty or drives the customer to defect.