You Can Never Take CSRs For Granted
Customer service representatives are the front-line troops in the battle to keep clients satisfied. Independent agencies that do not have top-notch CSRs backing up their producers will see business heading for the exits in a hurry. Nothing will cost an agency an account faster than poor customer service.
That's why in this edition, in which we celebrate the naming of National Underwriter's first "Commercial Insurance Agency of the Year," it is important not to forget the value of CSRs, who must be part psychologist, part diplomat, and part Houdini to do their jobs well. It is also a miracle that so many quality CSRs keep their chins up and their spirits high, and don't just burn out from dealing day in and day out with an ever-demanding and impatient public.
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