Customer service is very important when you interact with clients only a few times each year. Help your Medicare clients feel respected and important when you treat them with the courtesy you want associated with your business.
Why Customer Service Is Important in Medicare Sales
Client Experience
Nobody likes robocalls or being left on hold for an extended period of time. Whether in virtual or in-person services, your clients notice how they feel when they leave these interactions. Leave them feeling satisfied and like their questions or concerns were listened to carefully. That human touch of stellar customer service enhances the client experience and their impression of your business.
Boost Client Retention
Poor customer service is a fast way to lose a client. Clients will feel valued if you show them courtesy and respect in all interactions. Those positive interactions will color their entire experience and leave them with a more favorable impression of your business, even if they are not fully satisfied with their Medicare plan. Happy clients are more likely to continue working with you and give you another chance to get it right.
How to Provide Retention-worthy Customer Service
Personalize
Show your clients that they are more than a name in a CRM. Greet them by name, personalize emails when possible, and make a note of major life events to make conversation about during the next appointment.
Practice Empathy
Your clients end up sharing a great deal of personal identifying information and personal health information with you in the process of searching for the right Medicare plan. Respect their privacy but be sensitive to the vulnerability this can inspire and their trust in your team to do right by them. Customer service in moments of vulnerability means being personable, polite, and tactful. Do not pry.
These conversations will also allow you to ask about their priorities, budget, or coverage-wise. Respect their wishes when comparing and suggesting Medicare plans.
Be Communicative
Ensure your clients know how they can contact your team if they have any questions or troubles regarding their policies. While most of your clients will set appointments only when they need to find or renew a policy, it’s important to keep the lines of communication open. This also allows you to share updates about plan options and keep them informed about timelines so they are not surprised when the renewal cycle comes around. Respond promptly to all communication, and instruct your team to do the same.
Be Transparent
Educate your client on the policies you are presenting, and make sure they leave the appointment with no questions unanswered. People want to know what they are signing up for, and you are the expert in these products. Your efforts to bring clarity and transparency to these seemingly complex systems will help the clients feel respected.
