Chapter 10 Flashcards
(37 cards)
What do you call the insurance company employees who frequently provide service to customers face-to-face or through communication media?
customer service represenataitves
Define empathy
the ability to understand another person;s emotional state and imagine how you would feel in a smiliar siutations.
NAme some typical service activities perfoemed for customers by CSR
changing owner or bene changing address coverage changes determine cash valyes and loan/divided amounts changing policy features sending premium due noti changing billing arrangements answering questions on coverage amounts providing info about claim submissions, processing policy disbursements changing fuynd allovation reinstate lapsed policies
What are the benefits of high-quality customer service?
- attract new customers
- retain existing customers
- boost profitability
4, attract and retain successful financial professional - enhance the work environement
When customers are satisfied with a service they are more likely to do what?
renew and increase their current coverage and buy new products
what are some expectations customers have for life insurance companies in terms of customer service?
- self-service options
- online tools and resources
- fast resonse times, 24/7 availability
- opportunities to customize services
- support for multiple communications channels.
Training a new CSR can be extensive and typically includes what instructions/.
- company life insurance product,s operations and admini systems
- process for basic transactions and customer service request
- cummunication skills
CSR can be seperated into work teams- what does this mean?
group that consist of 2 or more people who work together on a regular basis and coordinate their activities to accomplish common goals.
Many CSRs are employed into customer contact centres. What is this?
organization unit that provides a company’s customers with a variety of changes- tele, fax, email.
Define traditional team
type of work team in which the manager or supervisor performs most or all of the management tast- such as organizaing, planning, monitoring, and controlling the work- as well as guman resource activites- such as employee hiring, training, evalutation, and motivation.
self-directed team
a type of work team in which team in which the members handle many traditional management responsibilities, such as planning and monitoring work.
Customer service activities can be divided into functional categories. NAme the groups.
- organization of product
- organization by territory
- organization by distribution system
- organization by customer
- organization by method of communication
- types of service request
What are some examples of support channels available to customers (forms of communication)
- telephone- call centers
- paper correspondence
- email- 24/48 hr response rate
- webside
Within the cystomer service function, CSRs can use the company’s computer networks and other information systems to preform what activities?
- route customer requests, access records, and document actions taken for requests.
- access helpful resources, CSR prodecures or informaiton about products
- retreive documents - applications/account statements
- review the status of transactions - changing address/policy loans.
insureres support call-related customer service by investing in computer telephone intefgration (CTI) definE this
refers tothe hardware, software and programming that integrate computers and telecommunication technology - to enhance the service and information provided to customers.
what is intelligetn call routine (ICR)
any automated process of analyzing and directing inbound telephone calls.
- uses information about the caller, the call, and the employees to determine which employee or work team will receibev which calls and when.
Many insurers use automatic call distributors (ACD) to route inbound customer contacts. What is this?
a CTO device that, at the most basic level, answeres telephone calls and directs them to a specifed employee or work team or a recorded message
DEfine Interactive voice response (IVR) systems
a computer-based technology that answrees telephone calls, greeets callers with a recorded or digitalized message and promps them to enter information or make request by voice or telephone keypad.
Why are IVR and ACD systems used?
to allow callers to either
1) obtain information or services from a menu of preferred options
2) transfer the appropriate person or unit for assistnace
What is speech recognitiion technology
enables a computer to recognize spoken words by converting them to human speech into a string of texts or program commands.
What is a screen pop?
delivers customer account information and relevant data to a CSR computer at the same time a the CSR receives a call from that cutstomer
The screen pop process begins with automatic number identification (ANI) what is this?
a technology that identifies an inbound telephone call by the caller’s tele or some other type of personal identifier.
What are some benefit to self-serve options?
- grant customers access to a comapny resources immediately and at any time, without need to wait for a CSR
- reduce the number of routine and repetitive transactions that a CSR have to handle, such a s looking up the amount of premium due for a customers policy
What is a client portal
a secure website where a customer can view, update and share private account information with a company.
