Listening & Effective Communication
Understanding customers needs and difference lead to
What is a positive customer experience
The key to efficiency is..
What is organization
Updating this screen with as many details, can save you time in the future
What is Loss details
You should always work your claims to
What is the furthest/conclusion
An individual way of speaking or writing especially when used to express an emotion
What is a tone
Value all individuals and treat them with
Respect and empathy
Not doing this leads to forwarded calls, new calls, e-mails requesting contact
What is answering your phone
Utilizing the policy can help for..
What is a coverage decision
Utilizing your tools include attending
What is a
Liability Lab
RoundTable meeting
When the volume of their voice goes up or down
What is a mood
When sending written correspondence to our customers always
Check your spelling
List one of two tools to set up meetings, follow ups, due dates...
What is
Outlook calendar
GWCC
Gathering detailed statements, understanding Location, rules of the road and damage pictures allow for…
What are accurate liability decisions
There’s multiple points of reference for questions list 3
What is
Using webex
Calling your peers
The hub
What is one issue with expectations in your daily work
What is not setting clear expectations
Successful adjuster practice this behavior on every call
What is active listening
This feature in zip whip helps you be consistent and save a lot of time
What is auto-texting
The policy defines the difference between this two:
what is consistency
Recognizing your customers tone can help you
What is adapting your tone
first principle of communication
What is understand your audience
In order to become a more productive an efficient claims adjuster. You need to develop good _____ ___________
What is time Management
Utilize this in making a coverage decision:
What is policy language
9 out of 10 adjusters say they’re less stress when
What is a workflow
What are 3 expectations when setting up PA?
A. 1. You will receive a text with a link to download the app.
2. The app will talk you through taking pictures and video of your vehicle
3. Once the app is finished an estimate will be completed within a couple to a few business days.
4.once our estimate is finish you provide it to your SOC for repairs
5. Refrain from dropping veh off at shop and getting a rental until the estimate is completed
6. The estimate is an initial estimate, and your shop can send us a supp.