Ouch!

[jdionne]

to preface:

I've been doing WSR for about 3 weeks now.
I've completed 72 repairs on 39 invoices.
I recieved my training from a certified WSR tech.
I use ACT.
I use ONLY Delta Kits!

Today I had a simple bullseye (passenger-side lower left) It looked like it was gonna be a simple "Geico" claim. So I call ACT.....Well there must've been a new girl working today. I ALWAYS have a GREAT experience in dealing with ACT.
Well, during the claim process she asked to speak with my customer.....not unusual. I'm not sure what was said, but she turned my customer OFF and I lost the job. When the customer hung up on ACT (a first) she stated that that girl was very rude, and hard to understand and that she didn't want to deal with that crap! (at this point I'm speachless)

I was embarassed, and painfully angry. I appologized, and did her bullseye free of charge. (it turned out perfect)

So has something like this ever happened to any of you?

[jdionne]

please pardon my spelling.

[maxryde]

Your in Everett, 20 Min south of us! I have not had any issues with act like you described but I ALLWAYS jot the CSR's name down on the work order for reference just in case of a situation like this or any other need to know what went on. I would recomend that you follow up and determine if there was an issue with the CSR or if the customer was infact hypersensitive about the situation, misunderstood the CSR, so many things could have happened. oh and drop me a shout if you get up to Burlington. Scott

[GlassStarz]

Dude they ask the basic questions and then connect the customer to the geico weasels. Geico keeps them on the phone for ever and asks the same questions several times. Its real simple when you have a customer with Geico or Progressive prep them for a long call put them on the phone and do the repair.
The customer knows your working on the repair so they wont hang up unless they are willing to pay you cash
The biggest mistake most people make is they wait until the customer is off the phone before they start working.
As far as the ACT rep trust me she knows alot more about what shes doing than you do I have been useing them for a couple years now and the service is flawless.

ALWAYS! start the repair when you hand the customer the phone ALWAYS! prep the customer for a possible long call ALWAYS! act like you know what you are doing and this is normal.
Part of the prep is telling the customer that it might take a little while but its saving them $50-$100 answering the insurance weinies questions
SALESMANSHIP!

[sydfloyd44]

Any time you call someone like a network and you get someone on the phone that is obviously new or is in a bad mood, (tone of voice says a lot), simply tell them that you will call back. 99% of the time, when you call back 10 seconds later, you will find that the different person on the phone is just the opposite of what you had the first time and the claim will go very smooth. These call centers have a lot of people answering the phone and they unfortunately have a high turnover rate of employees on the phones.

[jdionne]

I did nine repairs today and every single call to ACT went VERY smooth. I never got that one gal again , but I assume it was my customer that was having a bad day.

I surely appreciate the great advice from you veterans.

[Finch]

When having to deal with the networks I have found telling the customer up front that they are not really talking to their insurance co. that they are speaking to a middle man and that these people can not give them any info on their account. Most cust. are really nice about it and most of the time while they are on hold we make fun of these people. Usually my cust. leaves happy and usually in a good mood

Finch