Several British insurers are working to get all of their customer service staff to better bond with clients in an effort to appear as a friend rather than a nuisance, according to The Daily Telegraph.
For example, by the end of 2017, all of Leeds, United Kingdom-based Direct Line Group’s 7,500 customer support staff will be taught how to identify which basic personality type fits a person they are dealing with, so that they can bend their behavior accordingly, according to the newspaper.
Meanwhile, London-based Legal & General Group P.L.C. is also hoping to train claims staff in reading a person’s emotional state and matching others’ energy, according to the Telegraph.
Cheryl Agius, the chief executive of L&G’s insurance business, told a reporter that creating “real, genuine and emotional” connections with claimants was now “essential” given how many people contact them after traumatic experiences such as a flood, theft or a fire.
State and city officials in New York are not too thrilled MetLife Inc. hired an out-of-state moving company to relocate to a new office in Manhattan, according to the New York Post.