; BUILDING RELATIONSHIPS
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BUILDING RELATIONSHIPS

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Customer service is all about relationships. Most people prefer talking to another human being, even if that person can't initially answer their question. When you make a telephone call and a machine greets you, even one with artificial intelligence, you don't feel special. If your company's automated telephone answering system offers a directory or if you are able to give your clients a direct dial option, this often mitigates your clients' frustration and enhances their customer service experience. Statistics show that approximately 60%-70% of an insurance customer service representative's work time is spent on the telephone. The nature of the relationship -- either the level of your caring and respect for that particular client or the level of your professionalism -- will dictate your response. Relationships are all about caring. If a client expresses that he's upset, and you care enough to listen, you're sending a positive message.

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