Customer service is complex. One the one hand, it's the key to developing your insurance jobs and company – it's what keeps your customers coming back and what inspires them to refer new customers to your agency. On the other hand, it's a lot more nebulous than the price of a product. How do you achieve excellent in customer service and inspire your customers to return to your business again and again?
Hire Employees Who Will Help You Achieve Success
If you want to achieve excellent customer service, you need to hire people who are outstanding at their work and enthusiastic about it as well. According to NGData, "passionate, engaged employees can deliver personal customer experiences that create customer loyalty." While this might seem like it's blatantly obvious, you can probably think of people you've worked with in the past who are tepid about their jobs. Make sure that you hire people who love the insurance field and enjoy working with people.
Appreciate Your Employees and Celebrate Successes
People who feel appreciated in their work are more likely to put on a good face for your clients, because they feel valued in their work. Celebrating the successes of your employees not only makes your employees feel good, but it also gives other employees a model for success. By noting the qualities that make some employees outstanding and supporting others to get there, you can raise the customer service level of your entire team.
Relate To Your Clients Personally
When you talk with your clients as individuals instead of relating to them as a part of a large group of clients, this helps you understand their needs and their problems. They're more willing to let you know what would make their customer service experience better, and you're more able to hear what they have to say. Ask them for constructive feedback on a regular basis. If you do so when they're generally satisfied with your business, then they'll be more willing to tell you about the little things that you could change.
Educate Your Clients
Make sure that you go beyond advertising when you talk with your clients. While they need to know about the virtues of your products, they also need to know more detailed information about those products. If you want them to stick with you in the long run, you need to act as a mentor or coach, supporting your clients as they make informed decisions about insurance.
Honor Customer Loyalty
When you have customers who have been with you for a long time, celebrate them. Appreciate them verbally and with notes and emails. According to HelpScout, "if you spot someone recommending your business on social media, for example, reply to say thanks — it shows you’re paying attention, and that their testimony means something to you." Give them access to new products, educational opportunities, and discounts as well. For instance, if you're running a workshop on supporting new teen drivers, open registration for your existing clients a few days before you open registration for others.
At American Agents Alliance, we're here to help your insurance agency develop. Whether you're looking for new employees for your insurance jobs or you want to know more about marketing, we have tools, resources, and networks for you. Contact us today to learn more about our membership benefits.