Today, in my Manager role, I was listening to one of our customer service agent’s calls for feedback afterwards.
As an insurance company we often have calls from beneficiaries asking how to claim a policy after a death. You get used to dealing with customers in various stages of emotion, but if you’re new, it can take you a while to think on your feet.
Agent: Thank you for calling such-and-such company. My name is Agent. How may I help you today?
Customer: Hi. My mother just died, and I think she had a policy.
Agent: (Still using their upbeat and cheery voice without acknowledging the loss). Absolutely! I can help you with that today!
(Proceeds to walk the customer through the claim steps).
Agent: Is there anything else I can help you with today?
Customer: No, thank you. I’m good to go.
Agent: OK! Have a great day!
Customer: You, too. (Hangs up).
Agent to Me: Don’t even say it! I know everything I did wrong. My brain froze in customer service mode when they said their mother died. Then when I didn’t acknowledge it or offer my condolences, I didn’t know how to backtrack. And yes, I’m aware I said, “Have a great day!” at the end of the call. Ugh!!! (Agent throws their head down on their desk). Mumbles: I’ll never do that again. The customer must think I’m a moron.
Me: Well, my job here is done. Let me know if you need to tell me anything else you need to work on!
This Agent reminds me of me 10 years ago. They’re gonna make it!