The Ontario Broker - Volume 23, Issue 2 - 14

Broker Roundtable
INDUSTRY & MARKETS
Blending
Customer
Service
With Tech
Front line brokers discuss how to deal with
the public and what tops their customer
service tactics.
Aslam Baksh, Manager, Personal Insurance,
Aaxel Insurance Brokers
What's your clients' reaction to the push to automate
aspects of customer service?
We deal with a wide range of customers from varying
age groups. Our younger clientele is definitely looking for
automation or seeking more automation. They prefer using
apps on their phone or sending text requests. Any method
that's fast and reliable-our younger clients tend to move in
that direction. Older clientele still appreciates coming into
the office to sign paperwork or mailing post-dated cheques.
How do you tailor your tone with customers given the
broad range of clientele and interactions you handle?
We always use a positive tone regardless of what type of
client we're dealing with. Whether you're closing the deal
or dealing with an irate client, a positive tone always works
best.
What approaches have you found successful in
dealing with unhappy customers?
Allowing the client to voice their concerns. Hearing them
out without interrupting. Then-with the help of a positive
tone-resolving the issue as quickly as possible.
How do you handle meeting everyone's preferences
and optimize them operationally?
We try our best to accommodate requests to the best of our
ability. Clients may prefer to receive the quote by email, text
or WhatsApp. Other clients don't have an email address or
know how to send or receive texts. We interact the way it
best suits them and do whatever we can to accommodate.
How do you approach system changes with clients?
Our clients aren't normally affected by internal system
changes, but if we ever have a change that may affect a
client, we're proactive and advise them ahead of time.
What's your top customer service tip?
Be patient, listen, show empathy and keep your word. If you
tell a client you're going to do something for them, follow
through!
14
The Ontario Broker
The Ontario Broker - Volume 23, Issue 2

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