Tonya Lovely, a claims director at Progressive, highlights the importance of empathy when assisting customers facing crises, such as car accidents or theft. Progressive focuses on making the claims process as smooth as possible, employing a hands-on approach by educating customers and alleviating their concerns. With over 60,000 employees, Progressive has earned accolades as one of the top workplaces for their treatment of both customers and community. The company embodies respect and empathy, ensuring they meet customers' needs during difficult times and fostering a positive company culture.
Sometimes the calls come when it's the worst time of a person's life. There has been a car crash, and the people involved are justifiably shook up.
We focus on treating them with respect and empathy. We understand our customers are the very reason Progressive exists, so we are there for them in their time of need.
There's hand-holding through the process if need be. We support them throughout the entire process and educate them along the way.
It's really the people, how we care for, how we treat people the way we want to be treated.
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