My main focus with customer interactions is to listen carefully, actively, and to answer their questions with specifics. When people are trying to find the correct policy for their needs, I'm quite sure they don't like the feeling of being confused. So if you can make whatever the response is, whatever the response to the question is relatable to their needs, that's helpful. For instance, if they ask about an HMO versus a PPO, you can tell them how in their case an HMO would be useful or how a PPO would or would not be useful.