Agent to the Rescue: Keeping your Cool in the Crisis & Just for Fun Insurance Claims
Sometimes trying to please your customer is like being a 9-1-1-operator. If crisis strikes, the first person they call isyou guessed ityou. As frazzling as this can sometimes be, the most important call always seems to come when you have two other calls already on hold.
Here are some tips from a 9-1-1 Operators Manual:
1) Keep your cool.
When people go through trauma, whether its an automobile accident or water damage, their lives have just been turned upside down. It may not be a life-or-death situation, but sometimes it seems that way. Emergency operators learn to stay calm in the crisis. Take a deep breath. Helping your customer is important, but keeping your own stress level down is just as important.
One of the first things emergency operators learn is to prioritize the call. Some things need to be taken care of now and some things can be done when the phones slow down for a minute. A great timesaving device is email. Use email when you can, and you will find yourself tying up the phone less.
3) Be prepared in advance.
Emergency operators are prepared in advance with a procedure of how to respond. That way, before the phone even rings, they already know how to act. This also can work for you. Organize yourself so that you have all of the important information at your fingertips.
You may not be saving lives with these tips, but you may be saving yourself from 9-1-1-operator burnout.
Just For Fun: Insurance Claims
Car accidents just seem to bring the best out of people, dont they? Here are some actual statements taken from insurance forms.
"Coming home I drove into the wrong house and collided with a tree I dont have."
"I collided with a stationary truck coming the other way."
"I had been driving for forty years when I fell asleep at the wheel and had an accident."
Need more jokes? Find these and more at dribbleglass.com.