The 8 Characteristics of the Awesome Adjuster by Carl van Lamsweerde
Author:Carl van Lamsweerde [van Lamsweerde, Carl]
Language: eng
Format: mobi
Publisher: Arthur Hardy Enterprises
Published: 2011-05-09T14:00:00+00:00
Jennifer: Fine, whatever.
What’s important to understand is that this customer is not going to be thrilled. They’re not happy that they lost $45, but at the very least, we don’t have a clerk picking a fight with a customer. Believe it or not, because this person got treated with respect, they just may be back even though they didn’t get what they wanted, and that’s one of the important things to understand about customer service.
CHAPTER 6
Continuing Education
One of the hallmarks of outstanding adjusters is that they always want to improve. They see their improvement through getting better at their jobs, but they also know that it’s necessary for them to seek information and study it for their own development.
Before I continue with a discussion about ways to seek out information, I’d like to describe the three types of people when it comes to continuing education.
When I am asked to come into a company and do training throughout the company at all different levels of employees, it usually involves the permission and interest of top management. When I meet with top management to discuss the aspects of the training, I am invariably asked a question such as, “How do we know that everybody will get something out of this? How do we know who to send, because we don’t want to waste our time or money sending people that won’t get anything out of the class? Who are the right people to send?”
My response to this is usually to explain what I call the three levels of Claims performers. When I’m asked these questions, this is my response:
THE THREE STEPS OF THE IMPROVING PERSON (See Figure 6.1)
I say to the management executives…
Generally I find that claims people fall under three categories when it has to do with any type of training or self-improvement. When claims people are sent to a training class, or they are asked to read a book, or listen to tapes, you can generally plug them into three categories. Keep in mind these are not three equal percentages at all; it’s just the main three categories. But I will try to provide some percentages so there will be some meaning.
THE RESISTERS
In the bottom level, we have the people that resist improvement. I call them the resisters. These are the people that will spend their time in a training class or after they’ve read a book, going around trying to convince everybody else that nothing will work. They will return from a good training class saying it wasn’t valuable, they didn’t get anything out of it, and it didn’t mean anything at all.
For what ever reason they happen to have, they don’t want to change. Maybe they don’t like their manager or they feel they’re underpaid, or they don’t like their job, or they just feel they’re terrific and they don’t need improvement. They will spend time, sometimes even at a break at a training class, trying to convince other people that none of this would work, it’s not valuable, and that everyone should do nothing to change.
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