How to Improve Customer Service After a Catastrophe

Posted on November 12, 2015


After going through a catastrophe, customers need more than just a good adjustment of their claim. They need someone compassionate and empathetic, someone who understands what they are going through, who they can trust to keep their best interests in mind during a difficult time.

With that in mind, here are some tips on how to improve customer service after a catastrophe:

  • Be patient - You are going to work long hours and you might be on site, in an area affected by a disaster for months. The people who live there, their lives potentially having just been profoundly altered, will be looking for empathy and professionalism. You need to be able to understand them and their community in order to do your job as well as possible.
  • Be professional - Customers will look to you to get their adjustments done as quickly as possible. It's important to be thorough, as well as courteous. Double check everything you write for
  • Be flexible - While working on a claim it can take a while to gather all the necessary information you need to finish the job. You need to be able to quickly process new information and adjust your work accordingly.
  • Be kind to your customer - It is not always easy to work in situations where customers have just been through a stressful and tragic event. You need to exercise good judgment, but don't alienate your customers along the way. Let them express their emotions and say what is on their mind. You don't need to let emotions affect your judgment, but letting your customers express their feelings, listening to their troubles, and putting yourself in their shoes will improve your relationship with them and make the adjustment process go smoothly.