The Pulse of Customer Service: A Profile of Insurance Agency Customer Service Personnel 5th Edition
- ISBN-10
- 0578201453
- ISBN-13
- 9780578201450
- Language
- English
- Published
- 2018-05-31
- Author
- The National Alliance Research Academy
Description
Keep your fingers on the "pulse" of customer service.Since 2011, The National Alliance Research Academy has published the CSR Profile, providing vital statistical information regarding topics such as job qualifications and experience, hiring and training, skills and knowledge, job responsibilities, compensation, and servicing volume, as relates to insurance industry customer service personnel.This 5th edition-now referred to as The Pulse of Customer Service-includes data segmented between commercial lines and personal lines personnel, with analysis of common trends over time, as well as key differences. The study reveals what CL and PL customer service personnel consider the most rewarding and most frustrating aspects of their positions, along with the descriptions of their responsibilities and available advancement opportunities. Average annual compensation is also discussed, in addition to servicing volume for both new and renewal business.Packed with unique insights, The Pulse of Customer Service is a valuable tool for agency owners and managers who wish to evaluate their service and support staff-and keep their fingers on the "pulse" of their employees' dreams and goals. Account Managers/CSRscan compare their job situation, compensation, and career aspirations to those of their peers-to widen their horizons.
