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The Three Driving Factors for Improving Employee Performance
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-Carl Van-
Attitude
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Ability
Performance
80% 20%
Weekly Average – 200 calls
Voice Mail Answer200 2001809081 For every call you could have72 answered…but didn’t. You 36 have generated 3 to 4 phone33 calls later. 3015
600 ‐ 8002013 (c) Copyright International Insurance
Institute, Inc. www.InsuranceInstitute.com
Take Home Tests
• Test # 1: Ask some of your claims people, “Name 12 things you could do right now to reduce the number of phone calls you are getting.”
If they can name 6, you’re okay. If one of those is, “Get less claims,” that doesn’t count.
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Carl Van’s Claims Negotiation Maxims
Maxim #1: People will consider your point…Maxim #2: Great claims negotiators never…Maxim #3: You never have to prove…Maxim #4: People trust someone who…
Maxim #5: Claims negotiation is a matter oftime (Stay in your conversation)
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Take Home Tests
• Test # 2: Ask some of your claims people, “If you offered $5,000 to Mr. Smith, and he said he wanted $10,000, what would you ask him?”
• If they answer, “I’d ask him why $5,000 isn’t enough”, you’re fine.
• If they answer, “I’d ask him why he wants $10,000” or “I’d ask him if he had something that would substantiate $10,000,” they can use some help. www.InsuranceInstitute.com
3 Performance Factors
• Attitude
• Ability
• Training
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The 5 Standards of Great Customer Service Companies
1. They...2. They…3. They...4. They can accurately describe their jobs.5. They…
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Take Home Tests
• Test # 3: Say to some of your claims people, “Give me some examples of things you do during the day.”
• If they don’t immediately say, “provide customer service” they can use some help.
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www.InsuranceInstitute.comCopyright©2013504‐393‐4570
REQUESTSHEETFirstName:_____________________ LastName:______________________E‐mailaddress:___________________________________________________________Yes,Iwouldlikeafreebooktodayandwill“like”CarlonFacebook._____Yes, Iwould like a free view of one of the claims on‐linecourses. _____CustomerService _____Negotiation _____TimeManagement _____CriticalThinking_____Yes,Iwouldliketoreceiveacatalogoffulldayworkshops._____ Yes, I would like to receive the full list of “ClaimsNegotiationMaxims”viae‐mail._____Yes,Iwouldliketoreceivethefulllistofthe“5StandardsofGreatCustomerServiceCompanies”viae‐mail._____No,I’mnotgoing“like”CarlbecauseIdidn’tlikeanythinghesaidandIdon’twantanyofhiscrap.However,IwilltakeabookbecauseIlikefreejunk.
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