Setting Expectations
Statistics That Tell a Story
Communication
How You Say It
Potpourrie
100
This piece of information helps your customer reach out to you when they have questions of concerns.
What is your contact information?
100
The number of people a customer will tell about a positive claims experience.
What is four?
100
Common terms used in industry that may be confusing when having conversations with customers and should be avoided.
What are acronyms?
100
Like the sound of music, this vocal quality can influence the percieved meaning of a message we're trying to convey.
What is tone?
100
Taking this means you're responsible for something.
What is ownership?
200
The opening of a claim by a claimant
What is First Notice of Loss (FNOL?)
200
The number of people a dissatisfied customer will tell about their negative experience.
What is 10?
200
If choosing your words is important, it may seem surprising that this is percentage of a message is convered when speaking over the phone.
What is 14%?
200
If you do this properly, your listener will not confuse your 's' with an 'f.'
What is enunciate?
200
Out of 100, this is the number of customers who don't complain when they receive unsatisfactory service.
What is 96?
300
This is offered as a way of enabling the customer to know what will happen in the claim process and also a post-claim survey question.
What is a Clear Explanation?
300
The percentage of a message that is conveyed by body language when communicating face-to-face.
What is 55%
300
How you decide to choose to communicate with someone; whether by phone, e-mail, text or face-to-face is described with this word.
What is encoding?
300
When you're not being heard, you need to turn this up.
What is volume?
300
Resolving a complaint makes a customer happy, so happy in fact that this percentage will opt to make an additional purchase.
What is 75?
400
This is how a customer is kept in the loop during any part of the claim before it is closed.
What is Adequately Informed?
400
The percentage of a message that is conveyed by voice tone when communicating face-to-face.
What is 38%
400
What you call the stage in communication where a reciever translates a message and gains a personal understanding of the message.
What is decoding?
400
This describes how we emphasize certain words, which could change the meaning of what you're trying to communicate.
What is inflection?
400
In degrees farenheit, the boilding point of water.
What is 212?
500
Any customer of any kind wants a problem solved in this way in order to move on with their lives and put their loss experience in the past.
What is a Timely Resolution?
500
The percentage of a message conveyed by voice tone when communicating over the phone.
What is 86%
500
These two polite phrases show respect to your customer and tells them that you want to provide outstanding, quality service.
What are 'please' and 'thank you?'
500
Too great of this vocal quality will make you sound like you're in a hurry - or trying to hide something.
What is pace?
500
As of April, 2015, the place that the Crossroads CSA is in relative to NSS.
What is 9th?
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