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Data:2009-12-12 2:34
With the popularization of knowledge of the insurance, the insured amount of the increase took place between the client and insurance companies have increased complaints and advice in dealing with complaints from all kinds of advice, whether the client or the insurance company ---
"Obviously the original salesman is telling me you can do, and why now you have to admit its fault in it, is not to deceive us in the policy holders." This may be a number of insurance consumers in the event of insurance disputes often mentioned by one so, whether this will really solve the problem, to maintain its own insurance rights and interests.
Miss Zhang is too simple an advisory
Miss Chang purchased in 2001, an insurance company's life insurance, the main risk is a health insurance, annual insurance premiums to pay 4150 yuan, the additional insurance is medical insurance, a one-year insurance, annual insurance premiums to pay 800 yuan. Miss Chang, and the insurance did not clearly read the insurance terms, and asked whether the clerk can return the money later when you get the positive response. Miss Yu Shizhang be very readily purchased.
A recent chat with friends in the process of Ms.Zhang that health insurance is not returned, the only return that is at the time of death of the insured person can be equal to the insured amount of compensation. Other cases, responsibilities only in the event of health insurance when the disease in order to obtain the relevant insurance claims. Get this message, Miss Chang was very angry that a salesman for the insurance companies to deceive her. So they call the insurance company's customer service phone call is after the first sentence of Miss CHEUNG is: "You are all liars insurance company, if you do not put insurance costs back to me, I will give you exposure through the media, let everyone know that you bad faith. "remaining time in consultation with members of patiently listening to Miss CHEUNG tell, tell Miss Chang as quickly as possible that this reflects that they would go to the company, then hastily hung up the phone.
But two weeks later, and no one to resolve the Miss CHEUNG complaints. Miss Yu Shizhang consultation phone call for another, because the two are not the same person answered the phone, consulting officer asked Miss Chang to make the situation back to repeat it again, Miss Chang have been very angry, of course do not want, and the final results of the complaints of course would like to conceivable.
2 Mr. Liu, 28-year-old insurance company customer service consultants
After graduating from undergraduate to a certain life insurance companies engaged in customer service consulting work, so far has been for nearly a year old. Units of every day first thing is to look at the information unit database, look at yesterday's cities and regions have the latest situation, such as arrangements for personnel on duty in some regions, customer service, timing and so on.
"The analogy for instance, now approaching the New Year. But as insurers, policyholders 365 days a year will have to pay premiums, handling claims and other matters, therefore, in various parts of the insurance companies still need to arrange for officers on duty The. So as a customer service consulting we will have to master on duty in various parts of the information, points to a few people on duty, points to the points are rest periods. In this case, when there came the Advisory handle customer telephone-related issues, we it is very easy to tell customers to choose him at the right time to apply for insurance.
As a result of the special nature of Mr. Liu received 100 or so every day the phone, in these calls, there are complaints handled insurance matters is also consulting. Some customers need to apply for the age change or terminate the additional insurance, but because they do not know what information to bring that someone is who to turn to handle. But at this time we will become a wizard, with a rationale which documents to which business area can handle and what time to do so, looking for what people to operate, and so these questions will be an accurate answer. It very easy for policyholders, on behalf of consumers to save time.
In dealing with complaints against the phone, customer service department attaches great importance to the general will have a fully staffed reception complaint calls. In a complaint call, there will be detailed records of complaints related to content, in the shortest period of time to collate, and then transferred via e-mail our local customer service department.
General in dealing with complaints when we would give customers a response time, regardless of who is right or wrong issue, we will appoint a specified period of time related to staff and clients to communicate.
However, there are some customers in the complaint process, the just-do, up is a burst of verbal abuse, and that is very likely to cause customer service consultant in the resistance, resulting in records of customer complaints and feedback problems, there may be bias.
In essence, as a customer service department that we are relatively independent, like a petition department, directly responsible to the head office. A certain sense, we are in favor of customers, as long as the customer complaints are real reasonable, the problem will be through our tracking and feedback to be a better solution.
3 Host concern
From the above examples is not difficult to see that Miss Chang in the complaint process is interspersed with a lot of personal emotion, not a calm attitude when dealing with complaints, coupled with the lack of some skills, leading to complaints to no avail.
In fact, the effective use of counseling skills, you can in the shortest possible time, the feedback they have to be resolved issues and requirements in order to safeguard their interests.
1, since telephone consultation is aimed at different customers and, therefore, as policyholders, whether through telephone consultation or face to face consultation, should put themselves where to buy the insurance contract, his name and the purchase of the insurance contract number to tell the other side. This will enable the customer service personnel in the shortest possible time to understand your current insurance situation, which can give you a reflection of the investigation and resolution.
2, much detail as possible to be reflected in your tell each other, so that the other side to understand what you mean, and the other side can clearly know what you are supposed to reflect the problem.
The benefits of doing so is to avoid because of poor communication, leading to the next issue of insurance can not be solved, but an increase of insurance companies and customers a new misunderstandings, leading to complexity of the issue of insurance disputes.
3, in the time of telephone complaints, we must remember young lady answered the phone / the name of Mr. or job number, put their names recorded in his notebook.
In general, insurance companies have customer service calls are recorded, and therefore, in addition to clearly remember numbers or names of the workers, we should call a specific time record in detail, by a certain fraction of points on a particular day, as well as their own telephone number used by the other party has given you any solution. After the event so that you can provide out of the insurance disputes related to the basis for the insurance company audits. To the customer service counters in the relevant advice is to do so, we must receive the names of your staff in mind in my mind, and when you go to the situations reflected by the other party has given you what kind of answer, so you call again, provides a a foundation.
From another perspective, when you want to work to each other when the number or name, the other party will be more emphasis on your question, because he knows that if you do not give you a good solution, then there will be another next time you come to him.
4, reflecting the good in question after the other party wanted to make sure when it will send and their own links; If there are no people and their link or give a solution to dissatisfaction with the words, but it is what is to be!
4 From the Editor
In fact, whether it is consulting staff or customers of insurance companies need to consult the insurance issues for consumers, our common aim: that is the proper conduct of the problems can be resolved. Therefore, the actual consultation, both sides should learn empathy, standing on each other's point of view to solve the problem. Only in this way, the insurance company can do a good job in the first time, customer service, enabling consumers to effectively protect their own interests.
Notes from interviews
One day, a friend told me to buy their own insurance prend problem, do not know who to turn to solve, would like to appeal through the media about. When I asked why he did not look for insurance companies to resolve, a friend actually said: of course, insurance companies protect their own interests, to find what is the use them to solve it!
In contemporary society, some insurance customers in their insurance rights are being infringed, they do not look for the first time, the insurance company customer service departments, the details clearly. Instead, look for the media, looking for supervisory and administrative departments. I asked why, saying that insurance companies are all singing the same tune, how it will protect the interests of customers.
Miss Fang, aged 32, an accounting firm auditors, Last year, she bought a life insurance company health insurance, because at that time was a friend, so without considering how to deal with and customer service staff. After all, regular contact between friends, what places do not understand can ask her. In April this year, her friend left the insurance company, and then play the regular customer service Tel. What is it like to pay premiums, career change, change of address ah, she can call a customer service phone number, so that they can send someone on-site service. The actual effect is to Miss Fang feeling very satisfied, by a phone insurance company will send someone on-site service can effectively solve the problem.
As the saying goes good: Xie maker people. Customers in the face of the insurance issue, can finally protect their own interests, make their own legitimate rights and interests are protected is not the media, nor is it regulatory authorities, but the insurance company. When you put an insurance-related issues reflected in the media, complaints to the regulatory authorities, the last still need to investigate and deal with the problem to return to the insurance company. At a time when the relationship you have with the insurance company to get very stiff, and it is difficult in a friendly and peaceful atmosphere of the problem addressed.
Thus, customers in the event of related insurance issues, and insurance companies may wish to take the initiative to communicate the problem feedback, through customer service channels to effectively solve the problem. If the problem is dissatisfaction with the final result, while the insurance companies can not come up with a convincing reasons, at this time and then taken to other ways too late.
