Customer Centric

Customer states they were injured. You respond with-

The caller mentioned earlier in the call their car was blue, therefore you don't ask on the vehicle damage screen. You have practiced-

When addressing the call you say "Okay John, now we need X,Y,Z." You are practicing-

When the customer is from FL and asks where you are from, you respond with PA mentioning "FL sounds a lot better than PA right now." You are being-

You tell the customer they can view and track their claim online at LibertyMutual.com. You just-

When you thank a customer for choosing Liberty Mutual. You're giving the customer-

You tell the customer they will get a call in 3 business days on a high complexity claim. You just-

The caller states they are having a bad birthday because of this accident. You respond with "I'll make this easy and fast so that you can get back to enjoying your birthday." You've picked up on-

You tell the customer that our GRN's provide the best quality service, make them a priority and we warranty the repairs. You just-

You cycled back to the GRN and advised we need the LM estimate and have an appraiser on site who will call you in 4 business hours. You demonstrated-