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The Three Driving Factors for Improving Employee Performancewww.InsuranceInstitute.com-Carl Van-
Attitudewww.InsuranceInstitute.comAbilityPerformance80% 20%
Weekly Average – 200 callsVoice Mail Answer200 2001809081 For every call you could have72 answered…but didn’t.  You 36 hav...
Take Home Tests• Test # 1:  Ask some of your claims people, “Name 12 things you could do right now to reduce the number of...
Carl Van’s Claims Negotiation MaximsMaxim #1: People will consider your point…Maxim #2: Great claims negotiators never…Max...
Take Home Tests• Test # 2:  Ask some of your claims people, “If you offered $5,000 to Mr. Smith, and he said he wanted $10...
3 Performance Factors• Attitude• Ability• Trainingwww.InsuranceInstitute.com
The 5 Standards of Great Customer Service Companies1. They...2. They…3. They...4. They can accurately describe their jobs....
Take Home Tests• Test # 3:  Say to some of your claims people, “Give me some examples of things you do during the day.”• I...
www.InsuranceInstitute.com
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www.InsuranceInstitute.com
www.InsuranceInstitute.comwww.InsuranceInstitute.com																																		Copyright	©	2013																				...
The Three Driving Factors for Improving Claims Employee Performance
The Three Driving Factors for Improving Claims Employee Performance
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The Three Driving Factors for Improving Claims Employee Performance

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Transcript of "The Three Driving Factors for Improving Claims Employee Performance"

  1. 1. The Three Driving Factors for Improving Employee Performancewww.InsuranceInstitute.com-Carl Van-
  2. 2. Attitudewww.InsuranceInstitute.comAbilityPerformance80% 20%
  3. 3. Weekly Average – 200 callsVoice Mail Answer200 2001809081 For every call you could have72 answered…but didn’t.  You 36 have generated 3 to 4 phone33 calls later.  3015600 ‐ 8002013 (c) Copyright  International Insurance Institute, Inc.     www.InsuranceInstitute.com    
  4. 4. Take Home Tests• Test # 1:  Ask some of your claims people, “Name 12 things you could do right now to reduce the number of phone calls you are getting.”If they can name 6, you’re okay.  If one of those is, “Get less claims,” that doesn’t count.www.InsuranceInstitute.com
  5. 5. Carl Van’s Claims Negotiation MaximsMaxim #1: People will consider your point…Maxim #2: Great claims negotiators never…Maxim #3: You never have to prove…Maxim #4: People trust someone who…Maxim #5: Claims negotiation is a matter oftime (Stay in your conversation)www.InsuranceInstitute.com
  6. 6. Take Home Tests• Test # 2:  Ask some of your claims people, “If you offered $5,000 to Mr. Smith, and he said he wanted $10,000, what would you ask him?”• If they answer, “I’d ask him why $5,000 isn’t enough”, you’re fine.• If they answer, “I’d ask him why he wants $10,000” or “I’d ask him if he had something that would substantiate $10,000,” they can use some help. www.InsuranceInstitute.com
  7. 7. 3 Performance Factors• Attitude• Ability• Trainingwww.InsuranceInstitute.com
  8. 8. The 5 Standards of Great Customer Service Companies1. They...2. They…3. They...4. They can accurately describe their jobs.5. They…www.InsuranceInstitute.com
  9. 9. Take Home Tests• Test # 3:  Say to some of your claims people, “Give me some examples of things you do during the day.”• If they don’t immediately say, “provide customer service” they can use some help.www.InsuranceInstitute.com
  10. 10. www.InsuranceInstitute.com
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  12. 12. www.InsuranceInstitute.com
  13. 13. www.InsuranceInstitute.comwww.InsuranceInstitute.com Copyright © 2013 504‐393‐4570 REQUEST SHEET First Name: _____________________ Last Name: ______________________ E‐mail address: ______________________________________________________ _____ Yes, I would like a free book today and will “like” Carl on Facebook. _____Yes, I would like a free view of one of the claims on‐line courses. _____ Customer Service _____ Negotiation _____ Time Management _____ Critical Thinking _____ Yes, I would like to receive a catalog of full day workshops. _____ Yes, I would like to receive the full list of “Claims Negotiation Maxims” via e‐mail. _____ Yes, I would like to receive the full list of the “5 Standards of Great Customer Service Companies” via e‐mail. _____ No, I’m not going “like” Carl because I didn’t like anything he said and I don’t want any of his crap. However, I will take a book because I like free junk.
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