Tina Roberts currently works as a CSR for Cosmo Conte at his State Farm Insurance Agency in La Jolla, California-one of the top State Farm agencies in North America.
Roberts genuinely believes that CSRs can boost an agency's image, as well as its sales. 'If you educate yourself, explain insurance business in language the customer can understand, follow-up quickly and thoroughly, and really demonstrate you care, you'll make a positive impact on the agency's bottom line,' she said.
Roberts has some terrific philosophies on becoming a successful CSR. About the value of education, she had this to say: 'Learn as much as possible about your agency and its products. Read all company manuals, newsletters, and product and procedure updates to keep abreast of information that may help the customer. Obtain as much detail about your clients as possible in order to anticipate and meet their needs. Take classes, such as Personal Finance, to understand budgets, investments, and other insurance-related issues. This business and the customer base change constantly, so you have to keep learning.'
Roberts understands the importance of speaking the customer's language. She stresses that CSRs must take the time to make sure the customer understands the policies and coverages they need. 'Allow people as much time as necessary to explain what their problems are-if necessary, define things for them,' she recommended.
On the topic of follow-up, Roberts said, 'Respond quickly to your customers, and thank the people who send new clients your way. Use a 'things to do' pad to note each day's appointments and times you agree to return clients' calls.'
The importance of having a good attitude cannot be undervalued, especially for CSRs. 'Allowing clients to vent frustration, listening to their concerns, and taking an interest in their family are ways to demonstrate that you care. Being friendly and finding out about the client as a person is one of the most important things a CSR can do.'
These techniques, and more, have helped Roberts make a significant contribution to her agency. 'The CSR is the one who needs to go to bat and take care of people,' she explained. It's easy to see why she's such an asset to her agency, and why she's so happy in her work!