Everyone would like to change something about themselves. Successful people take an active role to accomplish the desired change, while others simply wish it were so.
In today's insurance industry the ability to change and respond to new challenges is essential. Why? Because the ability to bring about change is both desired and admired. It identifies a person who makes things happen in a world filled with victims. Accomplishing change brings admiration, respect and inquiries for your 'secrets of success.'
Our work as customer service representatives is constantly changing. The determination to achieve such changes is actually part of an individual's sense of self-awareness.
The first step in the self-awareness process is to take a good, long look at yourself and identify areas where you could benefit from change. An awareness of a problem or shortcoming usually triggers this thought process. However, an awareness of the need to change is only the first step.
Next, you must have the desire to change and, finally, view the change as achievable. This 'achievable' qualifier to the process is essential to success. I may desire to look like Miss America, but other factors make it unachievable.
Once the desire to change peaks, design a plan of action. The plan will encompass actual activities and projects which will carry you toward the goal. The plan of action should have definite start and end date to allow you to measure your progress. Without measurement, change is reduced to wishful thinking.
To change you need:
- An awareness of your problem or shortcoming
- The desire to change
- A determination of whether the change is achievable
- A plan of action
To illustrate, let's suppose you find yourself unable to answer questions about automobile insurance coverage asked by the homeowners clients you service. You feel frustrated and inadequate, because you are constantly interrupting your co-workers for answers to the questions. The choice is yours: you can remain frustrated, or you can do something about it.
You now have an awareness of the problem. You consider that in learning about auto you will broaden the scope of your technical knowledge and increase your value to the agency and to yourself. You believe the skill to be attainable. After all, you know insurance terms and definition, and you're good at servicing techniques already. Learning new information seems within reach.
It is time to establish a plan of action. You call PIA and find that one-day seminar is being offered in two weeks. You talk to your boss and co-workers and gather newsletters and company memos on auto insurance.
Your timetable starts tomorrow, and you allow yourself 60 days to complete your learning. Here is how your action plan might look:
- (Date) Collect newsletters and information on auto coverage.
- (Date) Enroll in auto coverage class.
- (Date) Read and study available information and company brochures.
- (Date) Make a list of questions to take to the seminar.
- (Date) Attend the seminar and take notes. Ask questions; become actively involved in learning.
- (Date) A few days after the seminar, reread and study your notes.
- (Date) Ask company underwriters for further references.
- (Date) Work with an agency co-worker two afternoons and observe how they work.
- (Date) Confirm your learning with other agency staff members.
- (Date) Ask others to observe you as you answer auto inquiries and to monitor and correct your statements.
- (Date) Compile a fact sheet on auto coverage for reference.
- (Date) Share what you learned with others.
No one phase of this plan is overwhelming or especially time consuming, but when done as a unit in 30 days or less, it brings power, knowledge and satisfaction. Almost any change can be accomplished through this simple plan. You'll love getting better and better. Now ask yourself honestly, isn't there something about yourself that you've been meaning to change?