by John Darer CLU ChFC CSSC
The marketing departments of structured settlement annuity Issuers and other vendors should consider the following service standard improvement (if the capability has not yet been addressed)
- Equip each phone for any quote line with caller ID so that the service/marketing rep can inquire if the number the caller is calling from (showing in the caller ID) is the number the caller wishes a call back on.
- All contact information for each structured settlement broker contact (phone, fax, eFAX, cell) should be entered into an database that is immediately retrievable.
- Train or reorient staff to implement this process. Reinforce that "Time is Money"
I am amazed when vendors that I have been doing business for years continue to ask for the same information time and time again. Granted that checking for accuracy is one thing, but taking needless time for both parties is another.