BE READY IN "CRUNCH TIME"

The insurance industry is good at the basic implementation of the risk management process. It attempts to help its insureds assess their exposures, potential perils, and related hazards. But even more, it promises them that it will be there to help if they experience a loss, by piloting them through...

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Bibliographic Details
Published inRough Notes Vol. 152; no. 4; p. 120
Main Author Gidge, Jill Haynes
Format Trade Publication Article
LanguageEnglish
Published Indianapolis Rough Notes Co., Inc 01.04.2009
Subjects
Contingency planning
Customer services
Disasters
Emergency preparedness
Floods
Ice
Insurance agents & brokers
Professionals
Quality of service
Self evaluation
Storm damage
United States > US
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Summary:The insurance industry is good at the basic implementation of the risk management process. It attempts to help its insureds assess their exposures, potential perils, and related hazards. But even more, it promises them that it will be there to help if they experience a loss, by piloting them through the claims process as part of its valued-added professional service. But in reality, when most agencies think about the quality and efficiency of their customer service, it is only in the context of routine daily agency operations. Education, preparation, and self-assessment are vital to providing stellar customer service, whether on a routine basis or in a time of crisis. All members of an agency need to know and understand their professional function from both a technical and service perspective. Your customers are counting on you because you told them you'd be there for them. When "crunch time" comes, make certain you've positioned yourself for customer service success.
ISSN:0035-8525