No matter how strong your relationship skills are, at some point in time, chances are you’ll encounter an insurance client who’s angry or upset. The way you handle that situation can mean the difference between maintaining an important business relationship and losing one. Here are some tips to help you cope with these difficult situations:
Keep calm and carry on. Focus on understanding and resolving the issue and don’t take it personally.
Apologize. Even if you believe a client is acting unfairly, saying you’re sorry helps to immediately defuse the situation and lets the client know you want to make things right.
Take action. Ideally, have a resolution in mind that can be implemented right away. Work with the client to find the solution that satisfies you both.
Ask for help. If you’re unable to resolve the issue on your own, ask your coworkers for ideas and solutions.
Keep the client updated. Your client wants to make sure they aren’t being pushed aside, so provide regular updates on how any effort toward resolution is progressing.
Use feedback for improvements. Be sure to share negative comments with your team members so you can implement a solution to help ensure the problem doesn’t recur.
Client management is critical to the success of your business, and at the American Agents Alliance, we want to help you do more business and do business better. Read more about our services by visiting our site.