Building Trust Through Responsiveness

ADJUSTED

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30d ago 34:22

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What happens in those crucial moments when customers reach out for help? The difference between frustration and relief often comes down to one simple factor: responsiveness.
Responsiveness in customer service is vital, especially when addressing time-sensitive needs in the insurance sector where a quick, accurate answer can make all the difference. Our Business Engagement Unit was created specifically to redefine traditional admin roles by hiring top talent focused on immediate customer response.
• Responsiveness builds trust, fosters relationships, and enables efficient problem-solving
• Empathy is crucial—putting yourself in others' shoes and providing service you'd expect
• Injured workers experience disruption to their lives and need immediate support
• Lack of response can lead to mistrust, increased costs, and potential litigation
• The Business Engagement Unit answers calls live rather than using automated systems
• Cross-training ensures representatives can answer multiple types of questions
• Multiple communication channels (phone, email, text, chat) meet customers where they are
• Setting clear expectations when immediate answers aren't possible prevents frustration
• Acknowledging mistakes, taking responsibility, and making things right builds stronger relationships
• Leaders must model responsive behavior with their own teams
We encourage you to like, follow, and give us a review—we would love a five-star review to help others find this podcast. Do right, think differently, and don't forget to care.

Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin.
Visit the Berkley Industrial Comp blog for more!
Got questions? Send them to [email protected]
For music inquiries, contact Cameron Runyan at [email protected]

Chapters

1. Introduction to Responsiveness (00:00:00)

2. The Business Engagement Unit (00:04:26)

3. Responsiveness in Claims Management (00:14:18)

4. Consequences of Poor Response (00:17:45)

5. Benefits of Responsive Communication (00:22:30)

6. Meeting Customers Through Multiple Channels (00:28:03)

7. Team Dynamics and Gratitude Discussion (00:33:29)

118 episodes

#Business #Insurance #Claims #Adjuster #Work Comp #Insurance Leadership #MBA #Careers #Berkley Industrial Comp #Workers Compensation #Agent #Innovation #Leadership