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Final draft 9 customer number online how to#

How Did Switching to the Four-Stage Approach Benefit the Car Insurance Company?

Less effort for the customer – no need to go digging around for the Policy Schedule.

Addresses the customer’s query first ‘we’d cover up to £300 of their value.

‘Tip’ gives insurance options – builds trust.

Includes insurance detail – demonstrates knowledge and expertise.

Uses bullets to lay out information in easy-to-read format.‘Easiest way is to apply online’ – influences customer’s choice of service channel.Have a great holiday! How Has the Letter Been Adapted for the Better?įran Fish takes us through how the rewrite is an improvement in terms of the “clear, credible, answered and tone criteria”. If there’s anything else I can help you with, please let me know. If you decide to take out insurance with us, the fastest and easiest way is to apply online.

You’ll find more information about what is and isn’t covered in our Policy Schedule online. I also need to tell you that we don’t cover theft from open and soft-top cars.

put the iPads out of sight in the glove compartment, boot or roof box when you leave the car.

Just so you know, if the worst does happen (and you want to make a claim), we’ll need you to have taken ‘reasonable care of the property’. Tip: It’s worth checking to see if your home insurance will cover a higher value. If the iPads were stolen from your car we’d cover up to £300 of their value. Sorry it’s taken me a little longer to reply. Hi ,Thanks for getting in touch about your kids’ iPads. The letters are responses to a customer query which asked: “Am I covered if my kids’ laptops get stolen out of the car while I’m holiday?” The customer’s query letter was signed off with both their first and last name. The second example is a rewrite of the first, which was created under the guidance of the four-stage approach. The first response is how the company originally thought of replying to the customer, following their old procedures.

Final draft 9 customer number online how to#

An Example of How to Use This Four-Stage ApproachĪs an example of how this four-part approach can be made actionable, below are two examples of customer service letters that were written by a car insurance company in response to the same customer query. For example, if the customer has sent three or more letters over an issue, it might be best to pick up the phone to nip any rising customer frustration in the bud. Remember, while in most cases it is good to stick to a customer’s channel preference, it is sometimes best to pick up the phone. Sometimes a quick, good-old-fashioned call works best. Keep it personal and human and consider if a letter or email is really the right medium. Sometimes a quick, good-old-fashioned call works best.”

We expect the tone used in an apology letter to be different from the tone used in a special-offer email.įran also recommends that you “keep it personal and human and consider if a letter or email is really the right medium. Using the right tone, that fits the reader (or customer) and the reason you’re contacting them. Get to the point quickly, as that’s the best way to reduce frustration and repeat contacts. AnsweredĪnswer all the questions that have been asked (and any that may come after). But the letter should also look and read the part – it should “look and sound like your brand.” 3. Make sure there are no typos and all the provided information is “correct”. Use headings and bullet points, so that the content is easy to follow and read. Here is a four-step approach to help improve customer service letters, as recommended by Fran Fish of Mazaru. We take a look at how to put together a great customer service letter, giving examples to bring best practice to life.