WOW Customer Service💫

🔖WoW Customer Service Principles

• Your Role = Relationship Builder 🤝

• Clients Want Their Insurance Done Right, Not Fast✅

• Focus On What The Policy Is Insuring🧐

• Clients Are Always Entitled To Their Feelings🎭

• First Impressions Matter🤩

• If It’s Not In the Management System…💻

• You Can’t Care About Their Insurance More Than They Do🤷🏻‍♂️

• No Apologies🙅🏻‍♀️

• Your Role is Outcomes, Not Tasks👍🏻

• Raise Your Hand🙋‍♀️

• The Nana Principle

• Everyone’s Role is Agency Growth🌱

🔖Objectives 

• Call Greeting - First impressions 😊

• First Call Resolution - Satisfying the customer right away 👌

• Follow-up and Follow through - Three attempts

• Handling an upset customer - Challenge yourself🤔

• Documentation - If it's not in the management system, then it is not a problem 🗃️

• Finding the WoW moment - Going the extra mile👣

• Managing your time - Honoring the Silent Customer🤫

• Payments and Price - Solving problems proactively💰

• All clients are not created equal - Time vampires

• Cementing the relationship - Referrals and reviews🌟

🔖Follow-up Reminders🔔 Remember to do two follow-ups, with a week between each. Please utilize the Labels to document this. You can follow up earlier, use your judgment 

• Rushing clients, ignoring their needs, and showing impatience. 😤

• Unprofessional greetings and neglecting first impressions. 👋

• Failing to document properly, leading to lost information. 📝

• Lack of enthusiasm and initiative to go above and beyond. 🏃

• Poor phone etiquette, unresolved issues, and inconsistent follow-up.📞

• Mishandling upset customers and missing potential opportunities.😡

• Time mismanagement and treating all clients the same.⏳

• Incorrect labeling and not following proper procedures. 🏷️

• Do not add autopay setup label not until the insured has signed the EFT form and the finance/carrier has already confirmed 💳

🔖Rewards and Recognition

• Referral, Rounds, Reviews, Increases, and Autopay!

• Below are the goals and how we track it! This will be tracked monthly. 

• Monthly winners will be featured in Streetsmart's website! https://www.streetsmart.insurance/smart-values/ 

• Make a social media post that will go out 2 weeks after the release of WOW Customer service report to highlight our team's exceptional customer service.

• IMPORTANT REMINDERS

  • Account Round Quotes: Just to reiterate, we only pay for successful account rounds.  Simply providing a quote does not qualify for payment.  The account round must result in a sale and the label "Account Round Success" must be added to be considered successful and eligible for compensation.

  • Referrals: There seems to be some misunderstanding about how referrals are handled.  To qualify, referrals must not only be provided, but they must also result in a sale.  Simply requesting referrals does not meet the criteria.  The referred lead needs to convert into a paying customer for the referral to be considered valid.

  • Rewrites: Coverage enhancements on rewrites are eligible, however, rewrites do not qualify for Account Round Success compensation.  They are a separate category.

  • Reporting and Labeling: This is a critical point that often causes issues.  Please remember that reports are generated based on the labels you apply in EZLynx.  If you do not add the appropriate label to the account, it will not be included in the reports/category.  Furthermore, we review the date the label was added to determine which month it should be attributed to.   All of this data for your rewards will be linked back to AppSheet.

🔖Recorded Phone Call Review

🔖Access calls📲

Communication Center - 1 May 2023 

StreetSmart - WOW Customer Service - 17 May 2023 

• Find Call Recording in Ezlynx then proceed below 

• Watch StreetSmart - WOW Customer Service - 17 May 2023  first then click Call Recording Sheet

🔖Tips for listening to recorded calls📞

• Remember - it’s easier to listen than to be live on a call

• Listen for highs and lows

• Pull up the management system to review notes (remember there may be other calls that can lend context)

• We need to give scripts/tips in writing as well as coaching over the phone 

🔖What to look for👀

• People do what they know is being watched and measured 

• Send updates out every week

• Praise in public ― review poor performance in private 

• Address underachievers routinely and quickly ― offer to be of service

• If you record calls include recorded call reviews

• Give people 4 to 6 weeks to get on board (as long as you monitor and update everyone weekly)

• Watch as most of the time, they come around

  • If they don’t ask:

    • • Are they in the proper role?

      • Is their job description clear?

      • Is it time to place them on a performance improvement plan?

🔖How to tell your team you’re listening to recorded calls👥

• Be upfront and honest

• Ask them to suggest calls for you to review (good and challenging) Celebrate and share excellent conversations

• It’s common for people to be nervous at first

• Review of Call Grading Sheet

• Providing call feedback is a great way to: Celebrate awesome calls

• Have calls recorded to use as part of training Identify great talking points to distribute

• Find missed opportunities

Author/POC: Carlo Ferrara

• Have a question about this process? Ask it here Process Update