Page 100 - Sales and Operations Handbook for Managers.pdf

Procedure

Customers may have a complaint for a variety of reasons

(i.e. policies, coverage, claims, service, etc.) If the Sales

agent is receiving a complaint directly from the customer

they should take down customer information (first name,

last name, phone number, and policy number) and include
a note in Insurance Pro regarding the situation. The Sales

agent should try to deescalate the situation by

understanding the customer’s complaint and try to resolve

the complaint within the agent's authority. If a customer is

still not satisfied, or if the agent needs to get additional
assistance to resolve the complaint, then the agent should

escalate the matter to their DSM.

DSM must contact unsatisfied customers immediately and

should do everything within their authority to resolve the

complaint. Many times customers just want someone in
management to listen to their complaints and oftentimes

these can be resolved easily. Even the smallest customer

complaint can get worse when agents and managers fail to

listen and fail to do little things to help de-escalate

complaints.

RSMs must get involved immediately when a complaint

remains unresolved by the agent and DSM. RSMs have