The way we work is changing so significantly that our minds can’t keep up. Constant change is widespread, and workers are tasked with high demand while having low control over their environment. What’s the effect on the organization? A workforce with anxiety, burnout, sky-high stress, turnover and people checking out.

Have you ever wondered what it is you can do to to make you a difference maker? There are three things people notice that can help or hinder you in setting yourself apart: your attitude, how you treat others, and how you act when you think no one is watching.  Here are 10 ways to make a successful impression in the workplace:

1. Become a trailblazer.

One of the best ways to make an impact is by breaking ground with new ideas, spearheading new concepts, and originating new proposals. Be a trailblazer--don't be afraid to make your own tracks. Work to always be the person who can offer a creative solution or a solid Plan B. Be resourceful enough to do a lot with a little.

2. Keep people informed.

No one likes chasing people or information. Do everyone a favor and update them often. People often think they should wait to communicate when a task is finished or they have specific information. When you let people know what's happening--even if it means saying you don't know--you're saving them from speculation, distraction, and rumors. A simple status update can buy a lot of peace of mind.

3. Be the go-to person.

Become the person other people count on. Few things make a bigger impression. Don't work to become a person of success but a person of value.

4. Become a forecaster.

Keep your thinking a step ahead of the rest. If everyone is worrying about today's problems, think about tomorrow's solutions. Don't wait for things reactively; instead, be responsive to issues and trends before there's a problem. It comes down to paying attention to the people and problems you're dealing with and noticing patterns or potential pitfalls. We've all had moments when we know we could have done more. Long before you get to that moment, come up with a plan and set it in motion.

5. Have confidence to speak up.

Have you ever sat in a meeting where there were only two people doing all the talking? If you want to make an impact, be willing to speak up and speak out. Share what you know and let others know how you can be supportive and helpful. Leaders are never silent in meetings.

6. Do things without being asked.

Never ask, "Is there anything I can do?" Just look around and find something useful to do. Making an impact means seeing what needs to get done and taking the initiative to make sure it happens. Try to do something every day that no one asked you to do.

7. Be a great listener.

Most people think that making an impact is all about what you say and do. Often overlooked is another important way you can leave your mark--by becoming a great listener. Pay attention to what people say. Listen to understand and focus on the speaker instead of thinking ahead to your reply.

8. Go the extra mile.

Above all, you have to do your job and do it with excellence. But that's where most people stop--and that means you can make an impact by going further and being more helpful, more supportive, more valuable. The extra mile is never crowded.

9. Have a positive mindset.

Whether you're just starting out in your first job or are leading a team of your own, remember that people gravitate toward those who have a positive attitude. It's the person who takes on every task--even the most tedious--with enthusiasm and joy who truly stands out. If you view everything through a negative lens then you're likely to have a negative mindset, but if you cultivate a positive attitude it will take you far.

10. Take the lead.

Everyone has the choice to be a leader, to make an impact and leave their mark. Too many people back off from taking the lead in the mistaken belief that leadership and greatness are reserved for a select few. But in the many years I've served as an executive leadership coach, spending time with top leaders in virtually every field, I have witnessed that the only way people give away their power is by thinking they don't have any. If you take it upon yourself to lead with the idea of serving others, you will not only stand out but will also leave a strong and lasting impression.

11. Emotion Control: The ability to control one’s emotions and feelings in the midst of adversity and stressful situations—a skill that’s fundamental to staying engaged and focused under pressure.

12. Impulse Control: The physical counterpart of emotion control. The ability to control one’s behaviors and remain goal focused under stress and adversity.

13. Active Problem Solving: Critical thinking and problem solving so that you don’t make the same mistakes again and again.

14.  Self-Efficacy: The belief in yourself that keeps you going even under adverse situations where your skills are tested.

15. Realistic Optimism: The ability to be realistic about the situation while striving to achieve results.

16. Empathy: The ability to see things from someone else’s perspective and to relate to other people—extremely important in teamwork and leadership.

17.  Reaching out: The ability to reach out and grab hold of opportunity and to make meaningful connections that support you through challenge and adversity.

From Inc. and   Jan Bruce   &  Jan Bruce

 

 

Here are 13 key customer service skills that you may need to enhance:

Technical skills

 

Technical skills are the abilities and knowledge needed to perform specific tasks. They are practical, and often relate to mechanical, information technology, mathematical, or scientific tasks. Some examples include knowledge of programming languages, mechanical equipment, or tools.

 

Tech Skills consist of but are not limited to:

• Big data analysis
• Coding and programing
• Project management
• Technical writing
• Social media experience

Critical thinking

What is critical thinking? It refers to the ability to analyze information objectively and make a reasoned judgment. Critical thinking involves the evaluation of sources such as data, facts, observable phenomenon, and research findings. Good critical thinkers can draw reasonable conclusions from a set of information and discriminate between useful and less useful details to solve a problem or make a decision. 


Abstract thinking

Abstract thinking is the ability to think about objects, principles, and ideas that are not physically present. It is related to symbolic thinking, which uses the substitution of a symbol for an object or idea. A variety of everyday behaviors constitute abstract thinking.

 

Language skills

Good communication is the lifeblood of the service industry and it’s important that your language should be devoid of grammatical errors. While we have all learnt the basics of grammar in school, the most important attributes in spoken English are: sentence construction (your ability to form meaningful sentences) and word order (ability to use the right words as per context). Talk to people in English as far as possible and watch English news and sit-coms. The objective here is to develop conversational skills.

Vocabulary

Your vocabulary should be good so that you can tackle challenging communication and customer service scenarios. You should be able to demonstrate a satisfactory use of word choice so that your customer maintains confidence in your skill sets. Follow the TIS rule (think it, ink it, sink it). When you come across a new word, make a note of it in your personal diary and read it out loud at least thrice.

Pronunciation

You need to have a clear pronunciation and diction, such that, it does not interfere with your overall communication with the customer. This includes stress, rhythm and intonation patterns in your speech. Many institutes like the British Council offer courses in communication skills for call centers and service oriented jobs. These programs also help you in neutralising your accent and sounding more professional.

Tone

You need to speak in an upbeat and positive tone. This enables you to connect with your customers and colleagues and also build long lasting relationships. A lot of negative emotions like anger, sarcasm, impatience, etc also get communicated through your tone, so it’s important to watch out for it. Your tone should reflect empathy and concern for your customer.

Listening skills

Good listening skills will help you understand the main ideas of the person you are communicating with. It also enables you to understand the specifics of a particular situation that you could be dealing with. Good listening skills will also ensure that you provide appropriate answers to questions and understand the emotional clues that your customer may drop.

Problem-solving skilss

You should be committed and have a sincere desire to solve the problems of your customer. Your ability to ask the right kind of questions will be a key factor in providing an effective solution. You also need to prioritise your time and understand your customers’ needs and wants.

Flexibility

You need to adapt to your customer’s unique needs and changing circumstances. You should be open to change and be willing to take the customer’s feedback and act on it. Being flexible also helps you identify new business opportunities and make more sales for your organisation.

Initiative and proactiveness

You need to be proactive and anticipate customer problems. You should be able to apologise and correct a mistake rather than hide behind company policies. Walking an extra mile for the customer will cement the relationship and would lead to repeat business.

Professionalism

You need to be professional, friendly and courteous. Being direct and expressive helps to build a strong relationship with the customer. Showing your respect to the customer, team members, company, and competitors is also important as this demonstrates confidence in self and the organisation. A professional attitude will leave the customer with a positive feeling.

Task orientation

As a customer service professional, it’s important to strike a balance between the job at hand, relationship and rapport building activities. While you need to engage in building a positive relationship with the customer, you must keep issue resolution and meeting targets as your top priority. “Most tele-sales consultants keep sweet talking with customers without asking the customer for the order (closing the sale). This is ineffective as the objective of the organisation is also to make sales and profits” says Kanishka Malhotra, Managing Partner of New Delhi based – Hotel Solutions India.

So brush up on these skills and succeed in customer service careers.

 

 

You cannot avoid sending nonverbal messages to others; however, it is possible to train yourself to send the right ones. Here are ten nonverbal cues that convey confidence and credibility in the workplace.

Good eye contact.
Eye contact is your primary tool for establishing nonverbal connections with others, says Darlene Price, author of Well Said! Presentations and Conversations That Get Results. “It communicates your level of involvement, interest and warmth. When speaking to others, ideally look directly into their eyes at least two to three seconds before looking away or moving to the next person. Merely glancing at someone for one second or less is known as eye dart and conveys insecurity, anxiety or evasion.” The next time you’re in a meeting or giving a speech, ask a friend to count how long you look at specific individuals and if you visually engage with everyone in the room.

A confident handshake.
Communicating through touch is another important nonverbal behavior. “Always put your hand out to shake hands,” says Patti Wood, a body language expert and author of Snap: Making the Most of First Impressions, Body Language, and Charisma. “A classic good handshake is one with full palm to palm contact.”

In business, the handshake is often the only appropriate expression of touch so it’s critical to have a good one, Price adds. “A good handshake consists of a full and firm handclasp with palms embraced web to web. Shake up and down once or twice, coupled with a sincere smile and eye contact. Avoid the extremes of either a weak limp handshake or an aggressive bone-crushing one. Strike the right balance—firm enough to convey confidence yet matched to the strength of the other person. Treat men and women with equal respect when shaking hands. Gender makes no difference, and either may initiate the handshake.”

Effective gestures.
A gesture is any physical movement that helps express an idea, opinion or emotion. “Strive to punctuate your words with movement that is natural, lively, purposeful and spontaneous,” Price says. “Be genuinely yourself and let your motions match your message. Avoid common distracting mannerisms such as finger-pointing, fidgeting, scratching, tapping, playing with hair, wringing hands, and twisting a ring.”

Dressing the part.
Shakespeare asserts in Hamlet, “For the apparel oft proclaims the man.” For men and women, clothing speaks volumes in the workplace, Price says. “Make sure ‘business casual’ is not ‘business careless.’ Choose high quality, well-tailored garments that convey professionalism. Depending on your corporate culture, wear a business suit or at least a jacket for important meetings and presentations, especially with senior leaders and customers. Avoid showy accessories, busy patterns, tight
garments and revealing necklines.” Dress for the job you want, not the job you have. If career advancement is your goal, convey a polished professional presence in the workplace.

To complement your business attire, take steps to control perspiration; avoid cologne or perfume due to others’ possible allergies and sensitivities to smell; ensure fresh breath; and keep nails and hands neatly manicured, Price suggests.

Authoritative posture and presence.
• “Take up space,” Wood says. Use the arms on the chair, or stand with your feet a bit apart. “A female leg stance in
North America is with the feet typically 4 to 6 inches apart, and a male power stance starts with the feet more than 8 inches apart.”  Price adds, “When you stand up tall and straight, you send a message of self-assurance, authority and energy.” Whether standing or sitting, imagine a string gently pulling your head and spine toward the ceiling. Your weight is evenly balanced, feet solidly on the floor, arms and hands visible, relaxed and uncrossed. “Good posture creates a dynamic commanding presence and an attitude of leadership. Conversely, bad posture signals to others that you lack confidence and have low self-esteem or low energy levels.”

Appropriate facial expressions.
“Each of the seven basic human emotions (anger, contempt, disgust, fear, happiness, sadness and surprise) has been scientifically proven to have a certain facial expression associated with it,” Price says. “Because your facial expressions are closely tied to emotion, they are often involuntary and unconscious.”

Imagine the mismatched message when a fearful pensive face describes the life-enriching benefits of a new healthcare product. “Become aware of what your face is revealing to observers, and choose the expression that matches your intended message,” she says. “For example, if you want to convey energy and enthusiasm, allow your face to become more animated. Practice in front of a mirror until it looks and feels natural. To show you’re paying attention while listening, hold a very slight smile, nod occasionally, and maintain good eye contact.”

Initiating interactions.
“Be the first to make eye contact, offer your hand to shake, have an idea or solution, go into a room, and make the call,” Wood says. “You can only afford to wait and go last when you are in the C-suite and ready to retire.”

Appropriate voice tone.
If your significant other has ever said to you, “It’s not what you said, it’s how you said it,” they were referring to your paralanguage, Price explains. “Separate from the actual words used, these nonverbal elements of your voice include voice tone, pacing, pausing, volume, inflection, pitch and articulation. Like facial expressions, choosing the appropriate paralanguage is critically important because it conveys emotional meaning, attitude and impact.” Consider recording your side of several conversations throughout the day. Listen to the recordings and identify what your voice tone communicates.

Giving your full attention.
• When speaking with a person, point your toes and square your shoulders toward them, Price says. “This conveys attentiveness and creates open body language.” Avoid angling your body away from them. Lean into the conversation; focus your eyes, ears and energy on them.
“These nonverbal cues clearly convey you respect, honor and appreciate the opportunity to meet with them. Make sure your arms and legs are uncrossed. Also, avoid multi-tasking during the interaction. Don’t check e-mail, look at
your phone, send a text, check the scores, or disengage in
any way. It shows disinterest and disrespect.”


Responding to others' nonverbal cues.
When leading a meeting, speaking to a group, or interacting one- on-one, pay close attention to the other person’s body language and voice tone, Price says. “Listen with your eyes. Their nonverbal cues can tell you when they: have a question, want to say something, agree or disagree, need a break, require more explanation, or have an emotional response.” By responding appropriately to others’ cues, you not only convey confidence in yourself, you show a high level of empathy

 

 

 

 

Email Best Practices (Tips)



Claims customer care email is of major importance. Always include the claim number or other identifying information.  If available, Place a copy of the carrier logo on the email. What follows is a list of Best Practices for e-mail etiquette that allows you to communicate with claims customers more effectively:

1. Be extremely careful in using certain keys or functions:

• The bold key, the underline key, and the all caps key are the equivalent of shouting at someone. The exception is their use in titling a document.

• The exclamation point is often used to show anger and frustration.

• The broadcast list function can either save time or clog up the server and burden all the recipients with yet one more e-mail to read.

• The send key sends without any possibility of retrieval.

 2. Determine if e-mail is the best way to cornmunicate a message. Sometimes picking up the phone and speaking with someone directly will result in a more expedient and satisfactory solution.

3. Make absolutely certain that your information is accurate. Because e-mail can be printed, archived, forwarded, and broadcasted, it becomes a permanent, un-erasable document with your name attached to it. Contrary to what the delete key says, e-mail is never permanently deleted and can be retrieved.

4. If you are angry or emotional, don't send an e-mail. Cool off; sleep on it, and then reconsider your response. Once you have determined your response, put yourself in the receiver's place and determine how you would feel receiving it.

5. Reread each e-mail for spelling errors and correct grammar. E-mail is often treated like a "flow of consciousness." In this mode, the attitude can be that if a word is misspelled, so be it. However just as letters shouldn't go out with misspelled words, incomplete sentences, the wrong punctuation, or grammatical errors, e-mail should be afforded the same attention.

6. Keep it fairly short and friendly. Many people limit their e-mails to what can be viewed at one time on the screen. Others limit it to two pages. In any case, don't create an attachment if you can get the same information in the body of the e-mail, unless formatting is important. Then an attachment with bullets and tabs will look and print much better.        

7. Be discriminating when attaching lengthy attachments. They take time to download, especially in remote locations, and time to read. Also, make certain that you attach the correct document.  

8. Consider the volume of e-mail a recipient receives before inclusion in a broadcast list. Also consider if a "cc:" is really needed

9.Be extremely wary of sending anything that could be viewed as sexist, sexual, racist, or disparaging to others. A number of Fortune 500companies have had to fire employees when it was documented that they e-mailed trade secrets, sent racist jokes, or engaged pornographic sites. The stakes are very high in terms of what employees can and can't send via company communications. Aside from losing important proprietary information, law-suits addressing a "hostile workplace environment" can lead to million-dollar lawsuits.

10. Be very careful about marking something "urgent." Use this warning only when it is required.

11. If you have not had any correspondence with someone, introduce yourself with your first e-mail by identifying your company, a mutual colleague, an area of interest, your background, or some important linking.

12. Always update or complete the subject heading on the e-mail. The subject heading should be indicative of the content of the e-mail. This courtesy will help individuals who receive numerous e-mails each day to prioritize those which need action first.

13. If you only e-mail someone periodically, use a greeting and a closing.

14.   If you are in constant and consistent e-mail relationships with data going back and forth many times in one day, it is not nec­essary to use a greeting every time. However, it is polite to do a brief sign-off, like a simple "Thanks." In face-to-face com­munication, we have body language to communicate human­ness. In voice mail, we have words.

15.   If you set up telephone or in-person appointments using e-mail, be certain to follow up to confirm with a phone call. Systems and servers go down and nothing is totally foolproof— technology or one's memory.

16.   Be sure to check your e-mail at least twice a day and more if you receive time-sensitive information. If you are not able to check your e-mail for a period of time be sure to leave an out­going message indicating the date when you will be reading and responding to your messages.

17.   Keep communication clear by marking your e-mail message with FYI or the action that you require. It is important to be thorough and explicit in your communication by directing the recipient on what to do with the information you have provided.

18.   Company e-mail is just that. It belongs to the company. They are paying for it and providing the systems to send and retrieve it. Company e-mail isn't intended for privacy and doesn't provide it. In fact almost 30 percent of companies reg­ularly monitor e-mail according to the American Manage­ment Association. If you want absolute privacy, register for your own account, paid for by you and accessed only on your home computer.

 

 



 

 

Cellular Phone Use and Texting While Driving Laws  3/10/2016.  The prevalence of cellular phones, new research, and publicized crashes has started many debates related to the role cell phones play in driver distraction.  This chart details state cellular phone use and texting while driving laws.

• Hand-held Cell Phone Use Ban: 14 states, D.C., Puerto Rico, Guam and the U.S. Virgin Islands prohibit all drivers from using hand-held cell phones while driving.
• All Cell Phone ban: No state bans all cell phone use for all drivers, but 37 states and D.C. ban all cell phone use by novice or teen drivers, and 20 states and D.C. prohibit any cell phone use for school bus drivers.
• Text Messaging ban: 46 states, D.C., Puerto Rico, Guam and the U.S. Virgin Islands ban text messaging for all drivers.
  • 2 states prohibit text messaging by novice or teen drivers.
  • 3 states restrict school bus drivers from texting.

Source:  Insurance Institute for Highway Safety 2016.

States	Hand-held ban	All cell phone ban	Texting ban	Enforcement	Crash Data Collection
Alabama	No	Drivers age 16 and 17 who have held an intermediate license for less than 6 months.	All drivers	Primary: texting by all drivers Secondary: cell phone use by young drivers
Alaska	No	No	All drivers	Primary: texting by all drivers	Yes
Arizona	No	School bus drivers	No	Primary: cell phone use by school bus drivers
Arkansas	Drivers ages 18 to 20 years of age	School bus drivers, drivers younger than 18	All drivers	Primary: for texting by all drivers and cell phone use by school bus drivers. Secondary: for cell phone use by young drivers	Yes
California	All drivers	School and transit bus drivers and drivers younger than 18	All drivers	Primary: hand held and texting by all drivers. Secondary: all cell phone use by young drivers.	Yes
Colorado	No	Drivers younger than 18	All drivers	Primary: for texting by all drivers and for drivers younger than 18.	Yes
Connecticut	All drivers	Learner's permit holders, drivers younger than 18, and school bus drivers	All drivers	Primary: for all offenses.
Delaware	All drivers	Learner's permit and intermediate license holders and school bus drivers	All drivers	Primary: for all offenses.	Yes
District of Columbia	All drivers	School bus drivers and learner's permit holders	All drivers	Primary: for all offenses.	Yes
Florida	No	No	All drivers (effective 10/01/13)	Secondary: for texting by all drivers.	Yes
Georgia	Drivers younger than 18	School bus drivers. Drivers younger than 18.	All drivers	Primary: for all offenses.	Yes
Hawaii	All Drivers (effective 7-1-13)	Drivers younger than 18	All Drivers	Primary: for all offenses.
Idaho	No	No	All Drivers	Primary: for texting by all drivers.	Yes***
Illinois	All Drivers	Learner's permit holders younger than 19, drivers younger than 19, and school bus drivers	All drivers	Primary: for all offenses.	Yes
Indiana	No	Drivers under the age of 18.	All drivers	Primary: for all offenses.	Yes
Iowa	No	Learner's permit and intermediate license holders	All drivers	Primary: for drivers cell phone use by young drivers. Secondary: for texting by all drivers.	Yes
Kansas	No	Learner's permit and intermediate license holders	All drivers	Primary: for all offenses.	Yes
Kentucky	No	Drivers younger than 18, School Bus Drivers.	All drivers	Primary: for all offenses.	Yes
Louisiana	No	School bus drivers, learner's permit and intermediate license holders, drivers under age 18	All drivers	Primary: for all offenses.	Yes
Maine**	No	Learner's permit and intermediate license holders	All drivers	Primary: for all offenses.	Yes
Maryland	All drivers, School Bus Drivers.	Learner's permit and intermediate license holders under 18. School bus drivers.	All drivers	Primary: for all offenses. (effective 10/01/13)	Yes
Massachusetts	Local option	School bus drivers, passenger bus drivers, drivers younger than 18.	All drivers	Primary: for all offenses.	Yes
Michigan	Local option	Level 1 or 2 license holders.	All drivers	Primary: for texting by all drivers and level 1 or 2 license holders.	Yes
Minnesota	No	School bus drivers, learner's permit holders, and provisional license holders during the first 12 months after licensing	All drivers	Primary: for all offenses.	Yes
Mississippi	No	School bus drivers.	All drivers (effective July 2015)	Primary	Yes
Missouri	No	No	Drivers 21 years or younger.	Primary: Drivers 21 years or younger
Montana	No	No	No	Not applicable	Yes
Nebraska	No	Learner's permit and intermediate license holders younger than 18	All drivers	Secondary: for all offenses.	Yes
Nevada	All drivers	No	All drivers	Primary: for all offenses.	Yes
New Hampshire	Yes	No	All drivers	Primary
New Jersey	All drivers	School bus drivers, and learner's permit and intermediate license holders	All drivers	Primary: for all offenses.	Yes
New Mexico	Local option	Learners permit and intermediate license holders.	All Drivers	Primary: texting by all drivers.	Yes
New York	All drivers	No	All drivers	Primary: for all offenses.	Yes
North Carolina	No	Drivers younger than 18 and school bus drivers	All drivers	Primary: for all offenses.
North Dakota	Drivers younger than 18	Drivers younger than 18	All drivers	Primary: for all offenses.	Yes
Ohio	Local option	Drivers younger than 18.	All drivers	Primary: for drivers younger than 18. Secondary: for texting by all drivers.
Oklahoma	Learner's permit and intermediate license holders, school bus drivers and public transit drivers	School Bus Drivers and Public Transit Drivers	All Drivers. (Eff. Nov. 1,2015)	Primary: for all offenses.	Yes
Oregon	All drivers	Drivers younger than 18	All drivers	Primary: for all offenses.	Yes
Pennsylvania	Local option	No	All drivers	Primary: for texting by all drivers.	Yes
Puerto Rico	All drivers		All drivers	Primary: for all offenses.
Rhode Island	No	School bus drivers and drivers younger than 18	All drivers	Primary: for all offenses.	Yes
South Carolina	No	No	All drivers	Primary	Yes***
South Dakota	No	Learner's permit and intermediate license holders (effective 07/01/14)	All drivers (effective 07/01/14)	Secondary: for all offenses. (effective 07/01/14)	Yes
Tennessee	No	School bus drivers, and learner's permit and intermediate license holders	All drivers	Primary: for all offenses.	Yes
Texas	Drivers in school crossing zones	Bus drivers. Drivers younger than 18	Bus drivers when a passenger 17 and younger is present; intermediate license holders for first 12 months, drivers in school crossing zones	Primary: for all offenses.	Yes
Utah	See footnote*	Drivers under the age of 18.	All drivers	Primary for texting; secondary for talking on hand-held phone	Yes
Vermont	All drivers (effective 10/2014)	Drivers younger than 18 shall not use any portable electronic device while driving.	All drivers	Primary: for all offenses.
Virgin Islands	Yes				Yes
Virginia	No	Drivers younger than 18 and school bus drivers	All drivers	Primary: for texting by all drivers.   (effective 07/01/13) Secondary: for drivers younger than 18.	Yes
Washington	All drivers	Learners permit and intermediate license holders.	All drivers	Primary: for all offenses.	Yes
West Virginia	All Drivers	Drivers younger than 18 who hold either a learner's permit or an intermediate license	All drivers	Primary: for all offenses.
Wisconsin	No	Learner or Intermediate License holder	All drivers	Primary: for all offenses.
Wyoming	No	No	All drivers	Primary: for all offenses.	Yes
Total	All drivers: 13 states and District of Columbia, Guam, Virgin Islands and Puerto Rico.	School Bus drivers: 20 states and District of Columbia. Teen drivers: 37 states and District of Columbia.	All Drivers: 44 states and District of Columbia, Guam, Virgin Islands and Puerto Rico.	Primary for all drivers texting: 39. Secondary for all drivers texting: 5	48 and U.S. Virgin Islands and District of Columbia.

Source: Source Insurance Institute for Highway Safety 2013.
Governor’s Highway Safety Association

 

 

 

 

 

 

 

 

 

 

 

Our 5 Favorite New-Car Safety Features

By Micah Muzio on September 14, 2015 1:42 PM

The seatbelt and airbag are two of the greatest automotive safety advancements ever, but neither are as technologically sexy as today's features incorporating laser, radar, cameras and more. Here are five increasingly common features that combine our need for safety with our fascination of technology.

Backup Camera
Highlighted in the lead image above, few modern technologies are as quickly adopted and difficult to give up as a backup camera. Think about it, does moving a 4,000 pound object without a clear view of the intended path sound wise? Nope. With a backup camera, pedestrians, vehicles or any otherwise unseen danger is immediately revealed. As a bonus, parallel parking is made much easier with a clear view to the rear.

Forward Collision Alert/Prevention
These camera- or radar-based systems can save you from rear-ending that driver ahead who just stopped suddenly or prevent you from hitting other things that decide to get in front of your car, from animals to walls. If danger is sensed, the driver is alerted via an audible and/or visual warning or even a vibration in the steering wheel. More advanced systems can apply the brakes if a collision is imminent.

Lane Departure Warning/Mitigation
These systems also use specialized sensors to monitor the road ahead. If the car drifts from its lane, the driver is alerted via audible, visual or tactile warning, similar to forward-collision alerts. Higher-end systems have the ability to steer the car back into its intended lane.

Blind Spot Warning
Is there a car driving in your blind spot? Are you sure? Even with properly adjusted mirrors the answer isn't always clear. With Blind Spot Warning lights near the side mirrors automatically illuminate when a vehicle occupies either of your blind spots, adding an extra margin of safety to every lane change.

Android Auto, Apple CarPlay
In properly-equipped vehicles Android and iPhone users now have easy access to their smartphone's navigation, phone, entertainment, and texting abilities. More importantly, these features are controlled via voice commands or through a vehicle screen displaying a simplified, phone-like interface. The result is exceptional usability and an infinitely safer alternative to checking your phone behind the wheel.

Looking Ahead
We're probably still several years away from mass-market availability of self-driving cars, but much of the necessary functionality is available on mainstream models today. Cars are already looking ahead, behind and to the side, they can steer, brake and even park themselves, and automakers are working to have them talk to each other. Eventually we'll be able to sit back, relax and watch a movie (or great car videos).

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