client service vs. customer service may 2011
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Customer Service and Client Service …
What’s the Difference?
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What is Service?
… An act of a helpful activity
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What is a Customer?
… Any person with whom a business has dealings
… A person who buys
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What is a Client?
… A person or company for whom a lawyer, accountant, advertising agency, etc., is acting
… A party for which a professional service is rendered
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So what is the difference between Client Service and Customer Service?
Price point?Hard good vs. Service?
Commodity vs. Customized solution?
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Client service feels better
Client service is founded in the relationship between the purchaser and the provider
Customer service involves a transaction where no relationship or no desire for a relationship exists
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So what is the difference?
Employee benefits is all about ongoing relationships
Between three (or more) parties
Client – Insurance professional – Provider(s)
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Let’s take client relationships a step furtherWho do you introduce/recommend people too?
People with whom YOU have excellent client service relationships
…You need a roofer … I know a company…
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What is the SINGLE most important characteristic of an excellent ongoing client service relationship?
Empowerment!
Is the individual you are dealing with empowered to make a difference in the relationship? Can the person respond with value?
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When seeking employee benefit solutions
Deal with provider(s) who are empowered to provide great ongoing client service!
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The Benefits Trust (the commercial)We work exclusively with insurance advisors & brokers providing creative budgeted ASO employee benefit solutions.
Our solution work best with entrepreneurial profitable clients with 1 – 100 employees who understand, demand, and value ongoing client service.
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The Benefits Trust SystemTM
Monthly Account Balances ($)YTD Account Balances ($)
Insurance PremiumsLife, AD&D, LTD, Stop Loss,Critical Illness, Out of Country
Claim Transactions Health, Dental, STD
Plan Operation CostsAdministration, Producer Compensation, Taxes
MonthlyContribution
$
$
$
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What do we do at The Benefits Trust•One stop provider solution •Share Advice, Knowledge, Wisdom•Assist with plan design and set-up•Secure Insurance contracts•Create plan doc’s, booklets and drug/ID cards•Daily claims adjudication •Multi-insurer billing, financial and renewals•Handle employee enquires •Handle employer administration enquiries•Employee meetings
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Examples of our Client Service
•Same day claims adjudication•High value claim cheque delivery•Personal catastrophic claim processing
•Confidential adjudication by senior staff for executive cost plus claims
•More to be added….
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Client Service and Your Business•Where do you get great client service?•What are they doing that you can be doing?
Ask yourself the following questions when you experience great client service …
•How do I learn from this experience?•Am I providing great client service today?•Is my entire team empowered to provide great client service?
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When a client gets frustrated…
They are often looking for a messenger to shoot.
Don’t put yourself in the firing line because your suppliers are not empowered to provide you with the client service you need.
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“Do what you do so well that they will want to see it again and bring their friends.”
- Walt Disney
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Great Client Service
Empowerment to respond with value … An attitude … Not a department, manager, or something that can be mandated.
You have to believe in the attitude. Empower your team to believe in this attitude.
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Think big about benefits!
www.thebenefitstrust.com