Insurance Claims and Cingular Policy
With that said, when a store completes the insurance claim, we give the customer a phone in a box that has a sticker explaining the return/exchange policy for new purcha...
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Another point I'd like to make.. as a store manager, I've told my team that under no circumstances are they required to tolerate abusive language from customers. If they encounter abuse, they are to ask the customer to keep the conversation on a professional, adult level. If the abuse persists, they are to ask the customer to leave. If the customer wont leave, they are authorized to call the police. None of us get paid enough to deal with that kind of crap.
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That way the options offered and the expecations set are universal across the board. Consistency will yield the best customer service results.
Cheers,
Amy
urg said:
Insurance claims are supposed to be handled solely through our insurance agent, Lockline. Technically, a customer should never have to step foot into a store to file or complete a claim. Lockline has an 800 number that's open at all times to handle claims. Lockline is also supposed to send a phone to the customer to complete the claim. On those rare occasions when a customer is sent to a store to complete a claim and get another phone, we can already assume the person has pitched a fit to insurance for them to make an exception, so we tread lightly with these customers.
Customers are not able to complain and get sent to a store. That's not an option we have. The system itself is the only wa...
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