Blog

Many insurance agents live and die by their customer service. It’s essential to take care of your customers—especially in the days of social media, where stories of customer service mishaps can spread quickly and turn into public relations nightmares. The good news is that stories of above-and-beyond service can travel just as quickly. Here are a few examples of what insurance agents should always try to provide when it comes to customer service.

Be accessible. Most people forget about their insurance coverage until they need it. And when they do and there’s a problem—it can be a very big problem, with lots of money on the line. It’s essential to be easy for your customers to reach during business hours—by phone, email, and even social media. Great customer service often means responding immediately and being in frequent touch when a customer has a coverage issue.

Take the time. Detailed insurance documentation can be bewildering to many customers. As an insurance agent, it’s essential to take the time to sit down and walk your customers through their coverage, explain various scenarios, and make sure all their questions are answered. Customers will notice and appreciate that you took that time to make sure they understand their policies.

Help them save money. As a customer, it can be frustrating to know that you qualified for a discount of some kind with your insurance—and nobody let you know. Be sure your customers know when they have an opportunity to save money. Keep them informed, and they’ll think you’re indispensible.

Have a convenient website. Customers these days expect online quote services and an easily-navigable website. The truth is that in most cases they’d rather not have to call you up, as pleasant as you are, unless they can’t get the information they need any other way. Make sure that relevant info is easy to find and conveniently placed on your website, and that customers can get fast online quotes. A clear FAQ page and customer service available on chat from your website are also great ways to provide service.

Respond immediately to problems. Sometimes, an unhappy customer might take their gripe public—calling you out on social media. When that happens, respond immediately and publicly. If the situation is complex, leave a public note that you will contact them privately to resolve the problem—and then do it quickly. Whenever possible, give more than they asked for.

Most customers want speed, convenience, and dependability from you. Be accessible, respond quickly to coverage issues, and take the time customers need to make sure they really understand the coverage you offer. If you do, they’ll notice—and they’ll keep coming back.