CASE STUDY

As an employee of an insurance company i gave a presentation on the insurance policies provided by the company. As soon as I finished the presentation a person stood up, criticized the presentation and then started crying before I could formulate the response. I regained my mental strength and thought about the possible reasons of such a dramatic behaviour.

The possible reasons for such behaviour can be:

·         He has previously encountered such company which may not be genuine but a fraud company. That company may have taken his valuable assets and might have run away. The person`s life time belongings might have gone. He may be in grief of that incident.

·         The person may have faced harassment by other insurance companies who must have not given him his due amount during the time of genuine need and verbally or physically abused her. The remembrance of incident must have made him crying.

·         The person may have specific grudge against the respective company as previous encounter with the same company may have had bad experience.

·         The person may have been involved himself in any fraudulent scheme instead of directly making contact with genuine insurance provider.

·         That person may be mentally unsound and is not in his control.

·         He may deliberately try to make other beneficiaries not to avail the benefit of the policy.

·         The person may be mind washed by someone else so as to create nuisance after the presentation.

·         The person, generally makes, and is in the habit of making such kind of noises.

·         The person may have been totally unaware of the insurance policies and have negative attitude towards all kind of companies.

·         The person may have had earlier seen me somewhere else where the presentation may be entirely different in nature so he must have misunderstood something.

 Ø  To handle the situation

First i shall make him stop crying, will offer a chair to sit, let him drink some water and then politely asking for his problem even if the person is louder. Will listen him properly and would ask any other person if he or she also harbors any such grievances for an insurance company. Then i would let to know from other enrollees if the person crying is mentally sound or not. If not I shall make him stop crying and will listen him and would pacify him. If he is of sound mind I shall explain him what attitude he must have towards the company and how some companies are there really for benefit and betterment of poor people.
Even if the person does it deliberately or has the habit of creating nuisance, I would have very humane approach towards him so as to keep maintaining the trust among other enrollees.Its very necessary to explain him about the benefits of joining insurance schemes .The real thing lies in persuading him and making him take part in the latest schemes of the company.

Its not matter of 2 days of my work. It is more based on the prestige of the company so I shall do everything, I can, to pacify the person and shall tell him about his misunderstanding.

After pacifying him and making him to sit among other enrollees, I shall briefly explain the whole process again and in the end will give the answers of each and every question raised by the person so that audience does not have any doubt in its mind and do not get swayed by this incident. Will call the person in the end and will ask him if he still has any doubt or grievances regarding the company or its work.

If he is not satisfied I will make him satisfy in front of everyone and then will ask if any other person has any doubt in his mind. Only after clearing all the doubts of each and every person, I will wind up my presentation on a positive note. Within next 2days I shall try to gain as much trust as possible.  So that people remember my presentation not the incident of crying person.