The First Notice of Loss process is an important part of your relationship with your customers. If you want your relationship with customers to have spark, then you need to have these four key elements.
- The willingness to be flexible: FNOL Strategies and the claims process need to be iterative. If your company always looks for ways to exceed customer expectations, then you will have a strong relationship with your customers.
- The willingness to work together: If you want to know how to improve customer satisfaction you need to work with your customers. They will be able to provide you with insights that are impossible to gain any other way.
- The willingness to increase loyalty: Don’t think that just because a customer doesn’t complain that they are happy. Always work on increasing the loyalty of your customers to make sure they have bought into your organization wholeheartedly.
- The willingness to respond positively: Don’t respond negatively when a customer complains. If they didn’t care about your organization, they would leave. Take their criticism as it is intended and work on improving your processes.
Sometimes changes in FNOL processes don’t start within the organization. There are times when your customers are signifying that your company needs to change certain procedures with complaints on social media, via emails and customer service phone calls. Learn to listen to these criticisms and have a mechanism in place to make improvements based on customer feedback.
And for more valuable information on improving your FNOL processes, contact the experts at Actec.