Question

A customer service representative (CSR) receives a visit from a customer whose 17-year-old daughter has just received her driver's license. The daughter's grandparents plan to surprise her with the gift of a car. The customer has high limits of liability coverage on her own car and wonders if she can buy a separate policy for her daughter with lower limits of liability coverage to reduce the cost of the policy. Which one of the following would be the best way for the CSR to exceed the customer's expectations and promote customer satisfaction?

A. Suggest the grandparents purchase the insurance for the car as part of the gift
B. Determine the liability to the customer for the daughter's use of the car and recommend the most appropriate coverage limits
C. Arrange for coverage that meets the minimum limits needed in her state at the lowest price
D. Explain that the customer will receive a multi-car discount if she adds the daughter's car to her own policy

Answer 1

The CSR should determine the customer's liability for the daughter's car use and advise on appropriate coverage limits to best promote customer satisfaction and exceed expectations.Hence, the correct answer is option B.

Step-by-step explanation:

The best way for a customer service representative to exceed the customer's expectations and promote customer satisfaction in this scenario would be to determine the liability to the customer for the daughter's use of the car and recommend the most appropriate coverage limits. This approach ensures that the CSR is providing professional and comprehensive advice that is tailored to the customer's specific situation and considers the potential risks involved. Additionally, this can involve discussing the pros and cons of adding the daughter's car to the existing policy for possible multi-car discounts, considering the grandparents' role in insuring the car as part of the gift, and ensuring coverage meets state requirements.