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Sep 24
Customer Service Experience: Be Professional and Trustworthy

How do you measure your reputation with your clients?


Have you ever asked a client if they would continue to do business with you and your agency without qualms? Or if they would refer their friends and family to you without any hesitation?


If you have and they answered “yes,” you have already established an agency culture that creates trust and shows you care about how they view your agency.

But if you haven’t asked, or you have and received some not-so-positive responses, what can you do to become a trusted agency in your community with a stellar reputation?

  1. Always have your clients’ best interest in mind. Be willing to forego personal gain to give your policyholders the best coverage at the best price. If you can’t help with them a particular need, don’t be afraid to refer them to someone who can.
  2. Keep your promises. If you tell a client you can meet their coverage expectations or budget, back those promises up. They won’t forget if the price is higher or if you assured them a claim was covered, when in reality it isn’t.
  3. Be consistent.An insured’s ability to trust you depends on consistent and persistent behavior. When a customer knows how you will behave, they are more likely to trust you.
  4. Keep the conversations real. Every meeting should be a conversation, not a sales pitch. You should spend half your time with each customer listening, and be sure that the conversation is relevant and has substance.
  5. Be transparent. Understand what it means to be transparent. Your clients are smart—they know when you are being truthful and upfront and when you’re lying. Don’t hide your mistakes and always address any issues or misunderstanding directly. Never avoid the topic and let them know what steps you’re taking to handle the issue and prevent it from happening in the future.

The September release from Best Practices Customer Service Experience monthly series is now available and provides other tactical ways to build the trust you want to have with your policyholders. This online guide will help you confidently and efficiently provide meaningful, valuable and profitable customer service—a foundational component of your business.


For more information about this release or any other Customer Service Experience content, email Best Practices staff.


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​127 South Peyton Street
Alexandria VA 22314
​phone: 800.221.7917
fax: 703.683.7556

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