Liz Decker is a disability benefits specialist in Portland, Maine, who tries to make a personal connection with each of the Unum customers she guides through the claim process.
Liz recently shared her approach to customer service for Unum’s 2018 Corporate Responsibility Report.
“I have a great comfort interacting with people who suddenly and unexpectedly have physical and cognitive difficulties,” she said.
“Most of my customers I help are afraid, anxious and unsure. Afraid that they might lose their job, anxious they won’t be able to ‘get back to normal’ and return to work, and unsure of the claim process. Many of them have never been out of work due to any sort of injury before, and they’re not used to being at home and unable to do the things they used to do.
“When I call to help them with their claim, I try to put them at ease and help demystify the claim process. I always want to make a personal connection with each of my customers, and I try to inject some humor into each phone call so they’re more comfortable. And if they need a virtual shoulder to cry on, I’m always there for them. It’s how I’d want to be treated if I were in their situation.
“I take pride in my relationships with my customers. Human interaction is what drives us all, and I feel my best when I’m helping someone through a trying time and assisting them in getting back to their lives.”
Visit Unum’s 2018 Corporate Responsibility site to learn more about how Unum and its employees are making a difference in people’s lives, from customers and employees — and, just as importantly, to the communities it calls home.