I de-escalated the call by addressing the frustration and handling the customer needs above and beyond the expectations that they had.
I would tell them to keep looking. State Farm is not the same company I started with 23 years ago.
Because I had y car insured with them and they approached me to work for them.
In the twenty years I worked there, I would rate my experience as good.
I love working with people and learning new things about the job
to be willing to train and change positions as they are transcending to a shut-down later this year.
The Agents I worked for cared for their staff as much as they did for their business.
You not only have to have excellent customer service skills, you must possess quick computer skills. Being able to move between different states information, state regulations, and individual policies, type quickly and make sure you filled in all the blanks. Customers no longer have a designated claim handler, the customer could call 20 different times and get 20 different people handling their claim. State Farm is only worried about "metrics" or numbers. How many calls you can take, how much mail can you process and how fast you can wrap up a call is their focus. Also, tardiness is not tolerated. If you are late due to traffic, State Farm does not care, you should have left sooner. Where I had to travel, it took 35 minutes but if there was an accident on the Interstate, there was absolutely no other travel options, you had to simply wait it out. State Farm also monitors your every move you make. They know when you checked in, go to the bathroom, leave for lunch and randomly listen to your calls. "Big brother is watching!" If you can handle the stress, then State Farm is an employer of choice.