June 30, Day 25

Today we focused on wrapping up the call & the importance of explaining to the customer what's going to happen next. You don't want to leave out any information when talking to the caller and you want to make sure they are comfortable with the next steps in the process. We also learned about a few programs that we offer to our customers today. These are programs for our insured's to make the whole process a little bit easier on them. One program is called the Car-EZ program where a customer can have the appraisal and repairs all done in the same shop, with a rental car waiting for you while your car is in the shop. We also learned about rentals and an early tow program if an insured's vehicle was not drivable. Our instructor also played us a few recorded calls from previous employees so we could see what a call sounded like. I thought this was a good idea because we start training on the phones tomorrow!