Shen Fangfang, the happiness spokesperson of Lujiazui Cathay Life, likes to raise flowers and drink tea, and she has unique insights into happiness in work and life.
Our Customer Service Center, which is part of the middle office of the entire company, is consumer-oriented, assists in the collection of claims data, is responsible for communication between business partners and the head office, etc.
Because we serve customers directly at the counter, we sometimes receive pennants, such as those that say "Keep your promises, settle claims quickly". I don't usually hang pennants in the workplace. In my opinion, every pennant means that someone is in danger and there is an accident. We should not take our work as glory, but should be empathetic and put ourselves in the shoes of our customers.
This practice is related to my understanding of insurance, but also related to my experience. When I first graduated from college, I worked for a financial software company. Later, considering that I was introverted and not good at words, I wanted to change to a job that could challenge me more and improve the weakness of my personality, so I came to Lujiazui Cathay Life Insurance and became a salesman.
At the time, I didn't know anything about insurance, but it was only at a career briefing after joining the company that I first learned about the meaning of insurance. Mr. Hu Shi wrote in the "Declaration" in 1933: "The meaning of insurance is only to prepare for tomorrow today, prepare for death when you are born, prepare for your children when you are young, and prepare for your children when they grow up, and so on." Preparing for tomorrow today is truly steady; When you are alive and ready to die, this is really open-minded; It is true love for parents to prepare their children. ”
I remember this passage vividly. When I really entered the industry, especially after I became a customer service post in 2009, I had a deeper understanding because of my deep contact with consumers and witnessing all kinds of joys and sorrows in the world.
In 2014, I came into contact with a case in which a father in Hangzhou bought insurance from Lujiazui Cathay Life Insurance for his young daughter, and later he died of illness, and his parents, the child's grandparents, came to the counter to apply for a surrender. It turned out that the policyholder had divorced his spouse before his death, and the children lived with their mothers, but the premiums were always paid by the grandparents. After a long time, the elderly wanted to surrender the insurance because of their lack of financial wealth.
Financially speaking, it is certainly not cost-effective to surrender the policy. From the perspective of human feelings, it will create a gap between the three generations. At that time, our customer service center carefully studied the policy and found that the insurance policy purchased by the policyholder had a special feature that was rare at that time - after the death of the policyholder, the policyholder could apply for a premium waiver and the policy would continue to be in effect.
In other words, there is no need to surrender the policy. Children in their early 10s can receive a fee every once in a while, which is equivalent to the father's love being with him all the time. I remember that when we informed the old man of the news, the old man was very happy and we were very happy.
Now that the child has grown up, she should know her father better. I have already fulfilled my original wish to get rid of the shortcomings of poor words and become a professional customer service front-line employee. But I know that words and words are not the priority of insurance. Let customers perceive our intentions and kindness, is the way to practice.
Wind and rain cannot be avoided, and insurance is responsible for planning ahead. We need to keep in mind the meaning of insurance, and then put ourselves in the shoes of our customers to help them a little more. Shen Fangfang, the happiness spokesperson of Lujiazui Cathay Life Insurance, said that as long as we do this, whether we hang the pennant or not, we will all be sincerely happy.