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Insurance Industry News from ProgramBusiness.com

Improvement In Customer ServiceThe Customer Service Representative in an insurance agency has many responsibilities. They are responsible for processing, providing professional service and some type of sales (new business, up-selling, cross-selling, etc.). I have found that in most agencies CSRs have developed a belief that customer service is processing. Why not? It occupies over 80% of their time. In fact, CSRs are usually measured by the quantity of work they produce and not the quality.

I think that if CSRs took more ownership of their work, the customer's impression of the agency would be enhanced. Also, if we, as agency owners and managers, could create a stream of input from our customers, we could better evaluate the quality of the work performed by our CSRs. This could lead to an increased recognition of the superior work we do by our clients.

To that end, I recommend that we send a card or cover letter with all policies, endorsements, etc., that allows the CSR to not only take ownership of their work, but also solicit responses (positive & negative) from our customers. I think that you and your customers will benefit form the following letter: (The information could be put on a postcard and enclosed with the processed transaction)


Dear :

I am the Customer Service Representative responsible for making sure your (policy, endorsement, renewal) is processed correctly. I take great pride in the accuracy and completeness of my work.

If you have any comments (positive or negative) regarding the quality of the work that was performed for you, please call my manager Sue Smith at (111) 555-1313.

Sincerely,

Joan Jones, CSR


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