“What about me?” – The Customer Experience

by | Feb 22, 2018 | Beyond Insuring. Ensuring, Client Focus, Local Agency

I had a doctor’s appointment last week-the operative word being “had.” When I showed up, the woman at the desk informed me that they had rescheduled my appointment. I asked for clarification (after all I had been flooded with reminder emails and calls making sure I would show up) she said they had rescheduled the appointment that day and left me a voicemail in the morning. It seemed not to matter that it was extremely short notice or that they hadn’t heard from me consenting to this. I asked if there was someone else I could see? She said no, it was too short notice. She didn’t acknowledge my frustration; she was dismissive. She just kept repeating it had been rescheduled and continued on her computer.  I left asking “What about my schedule? What about me?”

Alright, you’re probably thinking, “What does this have to do with insurance?” Fair question- and the answer is technically nothing. But it does have to do with customer service and insurance is steeped in customer service.

At FBinsure, customer service and the experience of the client is a central focus. We recently exemplified this by undergoing a restructure of our Personal Lines Insurance Department. Now when a customer calls or stops in they can speak to any available agent. This way, we are working off of your schedule. You don’t need to wait for one person if they’re not available when we have multiple agents that are qualified to assist you. Your time is important and you contact us when you have the time in your day. In addition to providing several available agents, we also now have a Claims Specialist that can focus on your claim soup-to-nuts so you don’t have to bounce from person to person during a stressful event.

Our new Renewal Retention Team spotlights upcoming policies that are renewing to make sure you’re getting the best coverages and value for your money. The Client Experience Coordinator team is comprised of 5 receptionists that answer incoming calls for all offices to make sure your call gets answered quickly and efficiently. They are knowledgeable about the organization and will guide you to the best person for your situation. The CEC Team ensures the quality of the client experience through a friendly face when walking through the door, an empathetic ear when insurance can be exasperating, and a positive voice —not a robot—when calling into FBinsure.

We know our clients have different schedules, so on select days, we have extended hours for our Personal Lines Department. On Thursdays, our Taunton branch is open until 7:00 PM and on Saturdays, our Taunton and Rehoboth branches are open from 9:00 AM – 12:00 PM. We also offer Runner Services where we can go to the RMV for you because, let’s face it, there’s nothing enthralling about sitting at the RMV and the wait times can be verrry long.

Your experience as a client is paramount to who we are at FBinsure. So if you find yourself asking, “What about me?” know that we’ve got you covered.


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