How quickly does the system connect callers to someone who can help?

Andy NearyI help insurance professionals turn brand awareness into business growth.

Don’t sh!t on customer service. It’s still the #1 reason you win or lose business.

29 Jun 2024 · 1 min

Watch on YouTube

0:57

This is a short recorded conversation (YouTube) led by Andy Neary about the importance of customer service after COVID. The other speaker emphasizes demonstrating care to members, building trust, and operationalizes this by describing a phone-support system where callers reach a trained helper within less than 10 seconds and are not transferred to other agents.

Questions this video answers

Within less than 10 seconds.

Chapters

But I will be honest. I feel like since COVID no matter what industry we're dealing with, customer service has kind of gone by the wayside. And good customer service stands out even more.
That member has to feel like when we're talking with them, they have to feel like they are the most important person we have ever spoken to. You know, everybody says, oh, we care. We provide care. We have to demonstrate it in how we interact with them so that they feel and know that we care. When we have developed that trust with our members, then they will allow us the privilege of helping them. So we built our system so that when you call our phone number, once you hit that button, within less than 10 seconds you will have someone on the phone who can help you. So the person who answers is not someone who's trained to hand you to someone else. It's someone who's trained to help you with your needs.