As we continue going through the Vowels of an Ultimate Claims Experience, I’ve touched on a previous video talking about the “O”
During a trip to Cincinnati, I was preparing a speech to a graduating class from the IAPath certification program. One of the topics I was touching on was this exact thing.
Ironically enough, I had some issues with my travel the day before the speech.
My experience could have dramatically changed had the individual I dealt with took a page from The Disney Institute.
The Disney Institute has a core principle that says:
It’s not your fault, but it is your problem
Yes, in claims we deal with all kinds of situations where someone else’s actions put us in a tough spot. But how we respond to that situation makes all the difference. And that could be a huge difference for your customer and their experience.
I let you in on my misfortune during this trip and talk about how my experience could have changed with a slight tweak, in this episode of The Insurance Nerdery.