1. These Canada auto insurance companies train there employees rigorously in the field of customer service. This includes everything from how to answer the phones professionally to what to do when a customer call with an accident request. Some Canadian auto insurance companies even have mandatory training classes that all employees must pass. And when I say all employees that means everybody from customer service agents, to sales reps and marketing coordinators. This ensures that everyone will be trained properly. You may be thinking that it is not necessary to train sales people on how to respond to an accident request, but it really is. These companies feel that it is important for all employees to know what the procedure is for every situation that could occur.
2. Customer service reps are trained by experienced reps that have been in the field for a few years. This allows them to gain first hand knowledge from somebody who had been through everything before. This is a great way to learn how to respond to every possible situation. Again, this is a requirement that everyone must pass in order to move on.
3. Role playing is also a big training method with Canadian auto insurance companies. For example, the person that is training you may give you a scenario to figure out. Something such as a new client calls in and has just been in an accident. They need to have their car fixed as soon as possible and have to get a rental car. They also want to know if the rental car is covered. This is a situation that an experienced rep has probably seen many times, but a newbie may have never heard of anything like this before. The trainer can then walk the trainee through any steps they may be confused on. These companies believe that training by repetition is a great way to set a standard.
If you currently work with a Canadian auto insurance company that does not offer this level of service you should definitely look at switching providers. There are plenty of them out there that would love your business.