This course has been designed for claims handlers who are acting on behalf of the defendant company who are paying out on a claim. Content and duration can be tailored accordingly.
• Client psychology
- What’s in it for them?
- What do they want as an outcome?
- On the phone - read the signals- what is the purpose of the call?
- The personality type
- Dealing with barriers effectively- ‘tie-ins’
- The complaint
- Anxiety
- Anger and upset
- Pre-occupation
- Uncertainty
- Ambivalence
- PTSD/shock
• Identify the objective of the call
- What stage are they at?
- What is important to them? establishing their needs?
- Effective listening skills
- Gathering information- open and closed questioning techniques
- Posting the information to the correct principle
- The check list in operation
• Assessing and evaluating the claim
- Who is the claimant?
- Evidence and witnesses
- Measures of loss – special and general damages
- Helping them through the small print outcomes ‘bracket’
• Already dissatisfied
- Time wasters and exaggerated claims
- At cross-purposes with you
- Personality clashes
- The problem of you
- Why are they unhappy?
- Dealing with complaints
• Providing information about processing their claim
- Assessment procedures
- Time scales
- Who decides?
- Negotiation with/on behalf of the Claimant
• Information about your service
- Be positive, persuasive, pro-active
- Next steps- give them a stake
• Conduct and ethics
- Regulation and legislation
- Obligations under the Solicitors Code of Conduct
• The practical exercise- the recorded call.