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-

The customers car is drivable and they have a shop in mind. You advise the caller we need the LM estimate and have an appraiser on site at our shop who will complete this today so they may start their repairs right away whereever they choose. You demonstrated-