CPCU WOW factor
Service Promise
I commit to giving True Value to each member by:
v Greeting them warmly
v Showing them I care
v Asking good open-ended questions
v Giving them my complete attention
v Listening to them without interrupting
v Taking ownership and helping the member
v End the conversation with their name, thank them and invite them to come back
If a member has an issue or problem, I will:
v Listen to the problem and understand completely before talking
v I will jot down notes if necessary to stay engaged and understand the problem
v Identify the cause of the problem
So if I understand you right, this and this happened. Is that correct Mr. Member?
v Discuss possible solutions
What would you like to see happen Mr. Member? or What can we do to make this better for you?
v Ask an expert if needed
v Solve the problem
v Follow up with member
Has this been solved to your satisfaction? Is there anything else we can do for you?
I will look at every problem with a member as an opportunity to create strong loyalty with that member. How I handle the problem will determine their future business with us!