When Insurance Companies Go Bad

3 Responses to “When Insurance Companies Go Bad”

1. Andrew Smith Says:
   May 1st, 2008 at 12:44 pm

   I’ll vote for the AMEX story as soon as you’ve got the time. Any oth­ers care to vote?

2. Steven Bloom Says:
   May 5th, 2008 at 9:01 am

   I agree. I think it is worse that just the big com­pan­ies. There are too many times when I find that busi­nesses large and small dont really care about the ser­vice they give, nor do they actu­ally care about their customers.

   There is no such thing as “going the extra mile” any­more and no-one will take respons­ib­il­ity for hand­ling a call that they get to make sure the cus­tomer gets what they need. My philo­sophy is that even though you pickup the call and it turns out that it isnt your area to deal with the cus­tom­ers par­tic­u­lar issue, you should do the fol­low­ing:
   –cap­ture as much detail as pos­sible about the cus­tomer and their issue
   –attempt to get the cus­tomer put through to the right place and try to find the cor­rect per­son your­self.
   –fol­lowup later with the cus­tomer to make sure they got what they want.
   –Keep fol­low­ing up until the cus­tomer tells you it isnt nec­cessary any more. (hope­fully your com­pany solved the prob­lem)
   –be a true advoc­ate for the customer.

   I have a recent exper­i­ence with Epson which really got me angry. I might write it up a little later.

   I’m very pas­sion­ate about cus­tomer ser­vice and have always oper­ated as I have described above. It might take time out of your day, but your cus­tom­ers will be happy, they might even say some­thing nice to your boss, and the cus­tomer will keep com­ing back for more.

   Simple really.

   Steve B!

3. Andrew Smith Says:
   May 5th, 2008 at 3:21 pm

   On the flip side, this is what I have been say­ing is the very reason why small com­pan­ies really can com­pete against the Wal­mart behemoth types that come and invade.

   Per­son­al­ised ser­vice and the feel­ing that some­body actu­ally gives a care.

   Even just being acknow­ledged with a friendly ‘hello’ when you make a repeat visit to a busi­ness can make all the difference.

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