1. . www.InsuranceCommunityUniversity.com Insight on Quality Customer Service

2. . www.InsuranceCommunityUniversity.com Topics To Be Discussed Characteristics of Quality Customer Service Buyers Motivation Company Structure Basics Knowledge and Professionalism Problem Solving and Leadership Qualities 2

3. . www.InsuranceCommunityUniversity.com Key Principles Attracting new customers costs more than retaining existing customers Customer service costs real money – High value customers are serviced carefully – Companies spend resources to attract and keep these customers 3

4. . www.InsuranceCommunityUniversity.com Key Principles Understand your customers’ needs and meet them – Identify and evaluate – Request feedback and implement Good process and product design is important – Design products and services to meet customer needs 4

5. . www.InsuranceCommunityUniversity.com Key Principles Open all communications channels – In person – Phone / Fax – Internet – Mail – email and snail mail Every customer contact is a chance to demonstrate knowledge and care Customer service must be consistent 5

6. . www.InsuranceCommunityUniversity.com Satisfying Customers All classes of business – highest rated companies – Have a culture that embraces the customer – It really is “ALL ABOUT THEM” – Products and/or services designed to maximize customer satisfaction Know what they want – Create and manage customers’ expectations 6

7. . www.InsuranceCommunityUniversity.com Satisfying Customers Commit energy and resources to that end – All staff members commit and participate – Hire, train and motivate – Use technology to benefit customers Standards are set very high Constant customer feedback 7

8. . www.InsuranceCommunityUniversity.com Customer Interactions Ways You Interact with Customers – In Person – Telephone – Voice Mail – Mail – Email – Other 8

9. . www.InsuranceCommunityUniversity.com Customer Complaints Don’t use “complaints” as key method of tracking customer service Be proactive in uncovering potential problem areas Train Employees to deal with hostile or upset customers 9

10. . www.InsuranceCommunityUniversity.com Summary Customer service should mean exactly that It is not always easy but it is always rewarding What can you do in your company right now to improve customer relations? 10