How to Handle Unhappy Customers

oh yes..i agree totally. I definitely dont mind helping customers out and it isnt a bad thing, but I think its frustrating when people are just calling in hysterical almost, or frantic over ID cards and calling me as if I'm the answer to the problem. Again I think it's great if/when customers are turning to you for information or help, but when I have several customers freaking out at once, and I have to return a bunch of unnecessary calls it's hard. I get stressed about it. I did let them know they'll get their cards about a week or so after the date, but they still don't quite get it I think.

I'd prefer they call the company and ask them. And yes then it's the demeaning or rude customers. Like a customer called telling me she wanted the policy cancelled- she was rude. her reasoning was b/c she couldn't log into the website email she got--which wasn't even necessary and b/c the plan she got wasn't what she was quoted- and she knew that. she was given false information and i corrected it for her. But she was being rude....I try to provide good customer service but if its a one person team it can be kind of hard to tend to 10 people calling in at once and you have to focus on doing sales not tending to frantic confused customers. Some of these customers seem like they have to be babied or something- "my cards aren't in yet" "uhc said this or that." plus im also worried someones going to flip out and cancel--one customer was threatening me- she said her plan stated she had to pay 500.00. it didn't - it was the price before her tax credit. she began telling me that if i didnt call her she'd cancel her plan. it was absurd. Through email i explained to her the situation...still just ridiculous..


That's one of the nice things about this business...you get to choose who you do business with.

As far as you complaining about doing a little follow up for them...that's one of the things you get paid for. It's the little things that only take a minute that creates a loyal customer and gets you referrals.
 
That's one of the nice things about this business...you get to choose who you do business with.

As far as you complaining about doing a little follow up for them...that's one of the things you get paid for. It's the little things that only take a minute that creates a loyal customer and gets you referrals.

/\/\/\ That.

If my phone is not ringing I get very nervous. I make money on service calls. Service is my lead cost.
 
well, ive been doing sales for a long time and dealing with customers. I dont mind people calling me but people are calling frantic and kind of with urgency and freaking out. Its not fun to have to deal with that- ive never had customers act this way before. The lady threatening to cancel was absurd- it was 8pm at night and she was threatening me through email angrily with a terrible attitude--theyre treating me a broker with a lot of disrespect- they can easily call the company themselves but they're calling me demanding me to do things for them- thats not ok. They're jerks and its really messed up...

I just had a man call me straight for 30 minutes, not hanging up..i was on the phone with a customer..I like to help them out but not with the attitudes theyre showing...a lady kept calling me even though her plan was finalized and who knows why...i'd rather have them call the company they're enrolled with and bother them with 100 questions..that's what they're supposed to do, not call the agent or broker at every little thing that happens


If people have hundreds of clients and theyre constantly calling them, how on earth do you even handle that...maybe im new to this but it seems a little too much


If they have to call the company every time they need something or have a question...what do they need you for?:confused:
 
A previous responder said it best- you need to set your expectations up at the beginning. I tell my clients when they should get their stuff, if it's after that time, to call me. They never do, because they got cards and materials a week before the date I told them. Under promise and over deliver.

Having said that- you will get nut jobs. With experience, you can smoke them out. If you missed the signs, toss them. I have a form letter, that I can send you, that basically says "I am the worst agent in the world for not meeting your expectations and that you would be better of with another agent- good luck." I have only sent that letter out a few times. Either they change their behavior with me or go away.

I have also told people that I treat them with respect and they should do the same with me. Usually that gets them under control.

It sounds like you need to work on your closing. Explain what you do for them and what the company will do and who to call when. Even a letter that you send with your thank you cards work. That's what I do. It confirms what I told them at the close. Works like a charm. Now when I have service issues, they are really crazy and I have to actually work.
 
agent992,

I'm reading your posts... and it looks like you need to learn how to control people who are off the handle like that.

Strangely, you can either FEED their attitude (and paranoia)... or you can CONTROL the interaction on your terms.

Remember: they are REACTING to whatever it is... and you need to properly RESPOND to your policyholder... not just "react" to them.


First, for you, speak softly and calmly. You can even tell your client something like this: "First, I want to help, but I need you to relax. I'm listening. Take a deep breath and tell me how I can help you."

If they continue in a hysteric, you can say "I can't hear you and help you unless you calm down and relax. I want to help, but you need to do your part."

Another fun question you can ask is: "Did you call me for help or sympathy?"

Don't forget "feel felt found", or some variation on that.

Clients want reassurance when things "go wrong" - whether its your fault or not.

Back when I was in banking, people would ask me the difference between different banking institutions. I responded by saying "it depends on who you want your problems with." All banks are the same. The difference is how they respond when the **** hits the fan. Do they do everything reasonably possible to fix the problem? Or do they act like you don't mean anything to them?

With banks, you cannot control the attitudes across the entire company... but you can affect the attitudes within your branch. As agents, we can affect our own attitudes in how we deal with people.

Stop reacting and start calming people down, let them vent, then offer possible solutions.


Oh, and make sure that you have a voicemail greeting that states that you'll return all calls within 24 business hours, then follow through on that commitment. Then people can just leave a message and you will return the call that day or early the next day.

Following through on commitments is a great way to show that you are worthy of trust and that they can count on you.

----------

Oh, if possible, try not to answer or respond to email outside of your normal business hours.

I don't know what lines of insurance you sell... but the only call I'd respond to as a life insurance agent... is if someone was in a bad accident or died. That's when the value of an agent is apparent.

But for regular routine things... stick to some kind of business hours and don't deviate from that.

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Frazier-Crane.jpg
 
I'll say this one more time because you're listening but not hearing.

If they're calling you in hysterics and worry it's because YOU ARE the person they trust. They're upset, they're confused, but they are calling you because in their minds, you're their trusted advisor. YOU'RE their guy. If you don't want to be, don't post later that you are losing clients and don't know why.

Again, nobody ever said a troubled client is going to be perfect while they are confused, upset or angry but honestly, not trying to be an ass here but you need to learn a troubled client sees you as their rescuer, not their problem.
If you don't want to be, then state it upfront and good luck.

Helping clients, even when you don't "have to" leads to more clients down the road. Where do you think referrals come from?

Good luck, hope you understand my point. You have a 1st world problem going on here. I hope you figure that out before you hurt your business. The problem isn't clients calling you for help, it's you not understanding why.
 
I second everything that DHK said.

Maybe I have an easier time with hysterical clients, because I'm a woman. But your tone of voice makes a huge difference. No matter what is going on, I always answer the phone like I am super happy to hear your voice. (Even if I want to kill you and your offspring.) Usually when they call pissed off and hear my chipperiness, they back down quickly. My assistant gets the brunt of it now, but I handle a few from time to time.

I also second that you need to draw the line for business hours. It's hard to do when working from home, but you need to. I "clocked in" at 8 and shut the door to my office at 5. If you called after that, you got voice mail. What can you do after business hours anyway? I stopped giving my clients my cell phone number as well. Not that I answer it ever any way. If they managed to get a hold of it somehow, I would tell them to call my office. You need to separate business and life. It will make you a better person and a better, less anxious, agent.
 
I think def all good advice...I agree about what DHK and others said about trying to feel out the customers and being empathetic- the problem is, i am and I think thats why they feel they can take advantage of me- many are just downright mean. They definitely have no right to call and vent at the agent or call the agent at every little slight that occurs- i dont think theyre looking at me as a trusted advisor, more as someone they can take their anger out on--simply b/c they're stupid or irrational people...

I know I personally if having an issue, wouldn't call my broker angry sort of blaming them...I'd call the company or others. If I did call the broker I'd be polite...also it makes sense to call the insurance company about the ID cards since theyre the ones sending them out--why would you call the broker about ID cards? I think they "think" they can take advantage of the situation simply b/c theyre now 'customers' of the brokers... the angry female recently, who treated me as if I was a liar, when I was the honest one, was absurd and rude...

theyre almost tryign to make me feel like im a scam, con or something's my fault--to me they're venting...its not about the insurance..its about their personal states of mind...theyre angry and upset and now they're calling me to vent to just bc/ they think they can. the one female who threatened to cancel was absurd...i sold life insurance last year, bad experience...every customer almost was a psychopath of some sorts...they'd say things like "YOU JUST WANT MY MONEY"...ALL U CARE ABOUT IS MONEY"...i made 37.00 off one policy which was cancelled....these people are crazy...

Maybe theyre looking to connect who knows with the 'broker' or someone...or theyre just stupid or ignorant..I find their behavior wrong unacceptable and repulsive...I can get if they do have a major problem..but many don't...theyre just calling to hassle someone rather than just call the insurance company and yes i would rather have them call UHC or humana...that's what the CSR reps are for..to assist customers..

one lady i called her back and she said she did call the company and got it straighted out..but she seemed pissed at me...as if its my fault. I did something wrong...even if you're super honest it doesn't matter..it seems the more honest you are the worse it is...the reps who lie and falsify info seem to do better with the customers..they believe everything the rep that is lying tells them... u def have to separate work with personal life which i wasn't doing since working from home makes that hard...

also i have the moronic customers haggling me for quotes thru email--those are usually the ones that never buy and waste your time...i had a guy do that yesterday--demanding quotes..'asap'..it never pans out...they always end up saying "oops went with my company instead." Now how did I know you were going to do that? it seems many of them just want to waste your time and be rude or jerks...how can you 'demand' a quote from a broker in a rude way...

Ive been in customer service and sales for a long time...and have dealt with all kinds of customers and situations...these customers are just really rude..theres no excuse for it...theyre taking advantage of the situation...some are polite in asking for quotes--that's ok...if you're polite that's great...but if you're a pompous jerk wasting someones time, then its not ok, and i can alraedy read who those people are...

also customers are just rude in general...some enjoy leading people on..just for the kick of it..i think everyone knows buyers are liars but a customer who's just rude for fun is a jerk... one lady, same thing keeps emailing me about any little thing.. as if she can't look it up on the website herself....i wish chargebacks didn't occur...that's really what makes this frustrating..b/c i really feel if i don't cater to some of these jerks then they'll consider other things...
 
well i posted a reply but it didn't go through yet...I find that many customers are just downright rude..even obnoxious and its not necessary. I dont see them as treating me like an advisor but more as someone they feel they can abuse, vent to or mistreat...it's too much...

Or customers are just stupid and make no sense. I'm the 'honest' agent compared to some of the people they're talking to and they constantly choose the liars or dishonest people over me. I talked to a lady yesterday, who was told something about her husband not getting obamacare b/c of his age- it was of course untrue. I did an app with her and got her husband on the plan. Despite that, she "still" wanted to talk to the other incompetent agent..oh why..b/c she wanted to 'give her a chance." I mean seriously. If that was me making the error, the customers would go with 'the other agent' obviously. Why go with an agent who is giving you false information?? another agent gets u a great deal on a plan and you still want to hear out the one with no clue...i don't get customers...

another customer..an agent sold them a plan..for 450.00. In actuality, the plan was 170 including ancillaries. I pointed out the error..rather than go with me, they called the agent back, took the BS and lies of the agent who tried to sort of screw them over, and he got them on a 400 plan..which they didn't need. The agent was so good at conning the 'husband' who apparently was stupid and went with what the agent said though they could have paid much less...they'll do anything a con-artist or liar tells them.. it's really weird. But they don't go with the agents trying to get them at a better price and value and trying to help them out--customers are just so strange..

another cust got lied to by an agent who again said a policy covered doctors visits when they didn't. i tried to explain to him it wasn't true. doesn't matter- they believed the liar..and bought from her and their policy does not cover doctors visits...one cust got lied to and then i corrected it and sold her a policy--she called me back two days later b/c she 'couldnt log into the uhc site' which she didnt need to do anything and was acting rude and mean. she was mean to me for no reason and treating me as if i was incompetent or stupid...then cancelled her policy...just a crazy b.. rather than..ok thanks for correcting an error...it's im all mad and suspicious and now im going to cancel on you...heck they dont even care that they're losing coverage- they just want to screw the agent over I think...

another customer..i got her a great deal too..she too was acting all 'suspicious' and weird...what a weirdo. I called her several times. the last time i called her..she was acting WEIRD...as if she was on a powertrip b/c she decided NOT to take coverage..she's like Oh THANK YOU THANK YOU...but you know what..ive decided NOT to take coverage now....teehee..IVE DECIDED..that insurance JUST ISNT FOR ME..I WILL GO TO THE DOCTOR and pay FULL PRICE...the way she was saying it..was so weird...like on some huge powertrip..and excited and rubbing it in my face..i tried to explain to her the benefits of insurance and why would she not want coverage and to protect herself. Basically she was gloating that she'd prefer to go to a doctor spend 100-200 dollars or more on a visit rather than get a plan at 200/month and spend 25/visit...so absurd and makes NO sense at all.. its her decision but her attitude about it was really strange...

i know customers are like this but when it comes to your own health...the attitude of these people is just disgusting...and weird..many just enjoy saying no to someone and treating them like dirt..but i'll witness these jerks just give their bank account information to an incompetent and stupid agent..who will even screw them over and do nothing for them...an agent that says...ok give me your account info..they'll give to them..with not even a solid plan in place and all lies. Me..i explain it all to them, tell them the truth, try to help them out...and then they act suspicious and weird...and begin making it difficult for me...its def frustrating for an honest agent and ive been told that im raelly nice and respectful and that other agents are rude and just hang up and treat customers like crap...one man was told ok it's 60 for a plan, i just need your account information...then the phone hung up..no details, nothing...then i get the man...and he acts all suspicious, weird...doesn't trust me or the truth im telling him...then his wife gets a quote from me and is really rude and just hangs up on me...like what's their problem...just rude people. later he does buy from me but it was a fluke almost...still, why do customers have bad attitudes and are rude to honest agents yet just trust any agent who is dishonest or a liar..
 
I fired a client that was been a PITA for years. Did it last week telling her to find another agent.

No reason to put up with idiots. I put up with enough idiots on this forum.

Rick

As long as you send them packing you might ought to refer them to an agent you don't like.:cool:
 
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