Problem: Communication and Service Skills
Veena has a valued client, Shanta, for whom she has arranged both business and personal insurance policies for almost a decade. Each year, Shanta comes to Veena's office to discuss what coverage she needs for the following year and to discuss any changes in her policies. After the office meeting, Veena follows up by phone and summarizes the renewal and coverage decisions in an email. How should Veena communicate with Shanta in the following circumstances?
i. When discussing things with Shanta in person and on the phone, Veena should use active listening to maintain her rapport with Shanta. What facets of active listening are most important?
ii. What should Veena do to have an effective phone discussion with Shanta?
iii. What are five tips for sending useful and appropriate emails?