Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the expectation that goes along with the title? Well, that depends on who you're talking to. Service means different things to different people.
Most businesses were established to provide a product, a service, or both. A product is a tangible thing; it can be held, looked at, and measured. Service, on the other hand, is less tangible. It consists simply of being of help, assistance, or benefit to another. Although it can be measured, its measurement is subjective, not definitive.
The role of agency CSRs has evolved from providing simple service to providing a combination of products (financial protection in the event of loss) and service (including mediation between producers, customers, and companies).
We subscribe to the philosophy that the time you spend before providing service is as important as the service itself. It's a 'must,' not a 'maybe.' Operating proactively in this regard will save time and reduce misunderstandings once service is needed.
Have you found that some clients are totally satisfied with your current claims service, while others always have problems, and seem to require almost continual hand-holding? Do you have some clients who allow you to mail certain notes and documentation to them, while others want it faxed or hand-delivered? Service expectations are very personal, and may take a little extra effort to define early in your relationship-again, it's time well-spent.
Now is the time to ask your clients (the recipients of service) what their service expectations are! Define expectations with each client or potential client. While defining their service requirements, address how you can meet their expectations. If the client makes a request or demand you cannot accommodate, tell the client, and offer to compensate him or her in some other way.
Agree on how needs will be met. Establish standards for service to be delivered as promised. Through these methods, asking for renewals, additional coverages, and referrals becomes a means of providing service.
Get the Main Ideas
- Service is a very personal thing; it means different things to different people
- Because service is not a tangible thing, its measurement is subjective
- Define service expectations before providing service
- Establish concrete standards for service delivery