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!

Created by CPCU Employees for CPCU Employees

Last Updated: May, 2006