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Viewing Page 1 of 1 (Total Posts: 7)

Author	Comment
????? May 5, 08 - 1:15 PM	What the Frack Progressive? I just got off the phone with Progressive/Safe*#@% after 40 min. just to get an auth #! The so-called agent spent an extra 10 min. to look over the policy info to find out that the policy was up for renewal in 2 months.... so he decides to turn on the sales pitch. "OH! i see your up for renewal! Are you planning on staying with Progressive? How are we treating you as a customer? How long have you been with us?..... COME ON!!! YOUR ON MY DIME! You want to sell to your customers.... buy another t.v. spot!
atech May 5th, 2008 - 11:07 PM	Re: What the Frack Progressive? Your customer hung in there for that? Prepare them in advance to rumble! What a joke- progressive? right.
????? May 6th, 2008 - 10:24 AM	Re: What the Frack Progressive? I told the coustomer what to expect up front... I seem to have to tell all my customers. Their agents don't want to tell them it is a longer prosses than just "Hey...Call these guys! They will fix you up!" Then I usually have to call the agent back because the customer has "NO IDEA" "WHO" they have insurance thru or their policy #'s. LOL I LOVE MY JOB!! Then we get the network on the phone and after a long conversation, that's when the customer lets on that they have "body damage"! SCHREEEEEEEECHHHHHHHH!!!!!!!!! Oh you have body damage?! Were sorry you will have to talk to your agent but thank you for calling XYg Network! CLICK! Then the customer gets mad at us because we now have told them they have to call back to their agent.
Y????? May 6th, 2008 - 10:31 AM	Re: What the Frack Progressive? Why anyone would want to deal with a Progressive job in the 1st place is beyond me!
????? May 6th, 2008 - 11:58 AM	Re: What the Frack Progressive? just work here. If I was the owner it would be a bit different.
SBOK May 6th, 2008 - 12:26 PM	Re: What the Frack Progressive? Get the CSR in the habit of getting this information before the call is placed and then you and the customer both have it ready. 1. Date of loss 2. Cause of loss 3. Was anyone injured? 4. Is there any additional damage other than the glass? 5. Policy Number Having this information heads off other problems if they try to cancel the job on you later. I also always prepare the customer that a third party that is contracted to handle claims for their insurance company is who we will be talking to and that they don't have to give them information like email and renewing their insurance at that time unless they want to. Just giving them that little notice and and having that information ready helps the customer be more comfortable when they get on the phone and they are much more prepared to respond instead of being caught unexpectedly and getting flustered. Many customers have never reported a claim before and are very intemidated by the whole process, so being able to help comfort them through the process can win some loyalty with some of them.
????? May 7th, 2008 - 10:15 AM	Re: What the Frack Progressive? Yep... that is the very thing that I try to do here. I have even had to tell the tpa when I get them on line that the customer is at work or driving or whatever.. and have "very" limited time to deal with all the extra questions. Still, some of them want to drag their feet or read right off the script! Gotta love them networks!

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