2. Fax Although declining in usage, fax machines are still a component in some agency communications with customers. Although procedures for dealing with incoming fax messages will differ from agency to agency some simple guidelines usually apply. Some of these could include: All incoming faxes are reviewed by a designated person for delivery (if using a central fax machine), or by the individual when received directly. Each fax is acted on upon immediately. All confirmations or declinations of coverage are responded to. Written confirmation of declinations are sent as follow up. 3. Voice Mail Some agencies leave their voice mail system on, even at times when the office is closed, while others will leave only an out-going greeting for after-hours calls. It’s important that callers understand that a voice mail message does not represent an agreement to place or bind coverage. Although voice mail can be a convenient way to share information, it can be easily misunderstood. You should attempt to receive few voice mail messages, instead speaking to customers directly or having another staff member help them at the time of their call. 4. Email Communicating with customers via email continues to grow in acceptance and importance. While guidelines for sorting, reading, and responding to email messages will no doubt evolve as customer preferences change over time, there are some simple principles that will still apply. Email messages must be checked on a regular daily schedule. Priority messages must be handled immediately. Emails that relate to a specific customer or prospect should be stored in the agency management system, as should your response. 5. Producer Visits Effective face-to-face communication with a customer during a sales or service visit requires a high degree of skill and lots of practice. Many styles of communication come into play during a visit as each person’s personality and background are different. At minimum, the goal during these opportunities is help the prospect or customer understand and be understood.
2. Fax Although declining in usage, fax machines are still a component in some agency communications with customers. Although procedures for dealing with incoming fax messages will differ from agency to agency some simple guidelines usually apply. Some of these could include: All incoming faxes are reviewed by a designated person for delivery (if using a central fax machine), or by the individual when received directly. Each fax is acted on upon immediately. All confirmations or declinations of coverage are responded to. Written confirmation of declinations are sent as follow up. 3. Voice Mail Some agencies leave their voice mail system on, even at times when the office is closed, while others will leave only an out-going greeting for after-hours calls. It’s important that callers understand that a voice mail message does not represent an agreement to place or bind coverage. Although voice mail can be a convenient way to share information, it can be easily misunderstood. You should attempt to receive few voice mail messages, instead speaking to customers directly or having another staff member help them at the time of their call. 4. Email Communicating with customers via email continues to grow in acceptance and importance. While guidelines for sorting, reading, and responding to email messages will no doubt evolve as customer preferences change over time, there are some simple principles that will still apply. Email messages must be checked on a regular daily schedule. Priority messages must be handled immediately. Emails that relate to a specific customer or prospect should be stored in the agency management system, as should your response. 5. Producer Visits Effective face-to-face communication with a customer during a sales or service visit requires a high degree of skill and lots of practice. Many styles of communication come into play during a visit as each person’s personality and background are different. At minimum, the goal during these opportunities is help the prospect or customer understand and be understood.