A recent survey in the publication Retail Week reports that the recession has prompted the creation of the hypersensitive consumer. This affects insurance and claim adjusters in many ways.
Consumer expectations have risen at a time of increasing cynicism toward insurance companies and the financial sector. Times are tough. Policyholder dollars are scarce. The insurance market is soft. Investment yields are down. Buyers of insurance and claim services are price sensitive. It’s those insurance companies and third-party claim administrators with exceptional service that can weather the economic storm.
A new book, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into your Biggest Fan” (AMACOM Books, New York, $22.95) may provide an excellent resource for claim adjusters and managers who want to deliver excellent customer service. Admittedly, this book was not named necessarily with insurance or claims people in mind. Nevertheless, the ideas contained in this book can be applied by claim professionals to improve their level of customer service toward policyholders, claimants, and other vital business partners and constituencies. “Gladys” is an archetype, a term for any challenging and difficult customer. I suspect that every claims professional has had many Gladys’ in their lives!
“Who’s Your Gladys?” is co-authored by Marilyn Suttle and Lori Jo Vest. Both are trainers annex first in customer service.
Consider picking up a copy of “Who’s Your Gladys?”, reading it, and having your claim staff do the same!
