Service calls are full of moments where a customer has a need they have not mentioned. A clear playbook helps the team notice those needs without turning service into selling.
Solve the request first
Customers listen only after the reason they called is handled.
- Resolve the service request completely
- Confirm the customer is satisfied
- Thank them for their patience
Listen for needs
Small details in a service call often point to a bigger need.
- A new driver, home, or business
- A life change like marriage or a child
- Coverage the customer has elsewhere
Hand off with care
Make the next step easy and personal for the customer.
- Ask if they would like a quick review
- Book the time before ending the call
- Brief the producer on what you heard
Put it into practice.
Use the free checklist to turn this playbook into a repeatable routine for your agency.
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