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... if you’ve ever gone to an amusement park and found yourself at roller c...le, if you’ve ever gone to an amusement park and found yourself at rolle...

...urveys. Although insurance isn't amusement and we aren't the Disney corporatio...

... speak while in costume. Apparently, it's possible to project a friendly, caring, and fun attitude without saying a word! I wonder if we've helped our staff members to understand that? Have we told them that appearance, grooming, listening, and organizational skills send a powerful message to customers? I wonder how our staff would rank if our customers filled out such surveys. Although insurance isn't amusement and we aren't the Disney corporation, we can and should focus more time and attention on customer service excellence. Start by creating an agency that has customer service as its core. Root everything the agency does, on a collective or individual basis, in the service delivery process. When instituting new systems or revising workflow, ask how this will make things better, faster, or easier for ... of the CSRs I've surveyed say they've never attended a workshop or read a book on customer service skills. What's even more astonishing is that the main quality control system for customer service in the agency business is Errors & Omissions insurance. As an industry, we need to do more and do better at service. We should take lessons from customer service leaders like the Walt Disney Co. Disney theme parks get consistently high marks for service, despite the fact that they deliver that service via a young, minimum-wage staff who work in the blazing sun amid continually changing, technically sophisticated attractions, and which cost guests more money in a few hours than most of them earn in an entire week. To further credit Disney, realize that they serve thousands of first-time customers each day plus thousands of repeat ...