Claimstrainer Blog

There are certain "claims resolution customer service words" that claims customers respond to favorably when assisting them with their claim  

Consider these key words:

- People respond positively to words that are active rather than passive. There is a world of difference between "I can" and "I will."

- Words of genuine compassion and empathy suggest that you are not just carrying the company line or reading from a memo.

- Delivering those words in a cheerful, upbeat, and most importantly, natural manner (appropriate to the circumstances, of course) suggests one human being's desire to help another, not just an equivocal, noncommittal suggestion that something "may" be possible.

The words and phrases best suited for use during a call’s conclusion are largely dependent upon the actual outcome of the conversation. Where, for example, a satisfactory resolution has been provided to the customer, it is possible to further bolster the existing rapport by amicably offering support in other areas. In doing so, your agent will illustrate that he or she has genuinely enjoyed helping the customer – and can be trusted to do so again in the future.

Everyday phrases

As a claim representative, it is your job to make the customer feel at ease from the minute you say “hello”. Good use of these phrases will help to reassure your customer that you are the life-saving, sympathetic ear that they hoped for.

6. “Rest assured Mr……”
7. “I do understand the inconvenience you have faced……”
8. “I will be more than glad/ happy to assist you….”
9. “I completely understand the reason why / your situation….”
10. “I will ensure that…”
11. “What I will do for you right away is……”
12. “I assure you I will try my best…..”
13. “What I can do for you right now is ….”
14. “I’m sorry for the inconvenience that you have faced, what I can do for you is

Key phrases

“I’m (very glad/so sorry) to hear that, Mrs Brown…”
Constructing a sense of personal empathy, and suggesting the agent’s intention to act.

“Thank you so much for letting us know about this…”
Creating the unspoken suggestion that your company values feedback, and takes matters of this kind extremely seriously.

“I’d just like to ask for a little further information, Sir/Madam…”
Always request – never tell.

“Hopefully, we should be able to help you, Mrs Brown…”
Reaffirming the agent’s intention to provide a swift resolution.

“You’re absolutely correct, Sir/Madam…”
Demonstrating your respect for the customer’s opinions and your sympathy for his or her personal predicament.

Now that your caller has confidence in the agent’s telephone etiquette, it’s time to show that your company’s compassion is not just skin-deep.

Provide a sense of immediacy

As the following phrases show, words which give a sense of immediacy can also prove incredibly helpful in the construction of rapport.

“We’ll look into this for you right away, Sir/Madam…”
Displaying a recognition of the urgency of the matter.

“Let’s see what we can do to fix this, Mrs Brown…”
The collective “we” suggests partnership, and implores reciprocal cooperation.

“I can see where the problem is, Sir/Madam…”
Demonstrating the agent’s experience in such matters, and hinting at his or her ability to provide a solution.

“What I’m doing for you right now is…”
Asserting control and hinting towards spontaneous, possibly discretionary action.

“That’s now been done, Mrs Brown…”
Providing a pay-off and showing that the caller’s trust had not been placed in vain.

Claims interaction involves precise and careful communication, I hope the aforementioned helps achieve that outcome.

Robert