BEYOND THE BASICS
Beyond The
Basics
As we celebrate our one-year anniversary of founding our team , our brokers , account representatives , and motor licence issuers joined together at our newest location to increase traffic and awareness of what we are all about . We wanted to especially highlight the motor licence issuer team and what they have done over the last year to transition from their former role as motor license issuers to their new role as frontline , customer service specialists ( CSSs ) in their field . With their help , we were able to create synergy throughout the entire team and fulfill our motto of “ Making Life Easier ” for our customers .
Two elements typically come into play with our CSS team . The first is giving customers a seamless transition from the CSS frontline to our broker teams . The second is to give our CSS team peace of mind by knowing they are not only helping educate their customers but that the customers will be able to make informed decisions about the risks that they face . By emphasising these two elements , our brokers have received on average twenty referrals per month from those frontline efforts , including Auto Pak , Tenant , Condo , Home , Trailers , Got Toys , Storage , Life , and Commercial policies .
There are a few key things our CSS team does to help improve their interactions with customers :
• Making use of “ first names ” and offering “ we appreciate your business ” are a matter of habit in all our conversations .
• Get to know customers on a more personal level , showing care for their families and personal lives .
• Emphasise KAI services : free notary , free quotes , open seven days a week for convenience , and multiple locations .
• Obtain restricted auto licences to better inform customers that basic plate coverage may not be enough .
• Make sure to always ask the million dollar question : “ Are you aware of your coverages ?”
Whether they say Yes or No , it is still our responsibility to inform customers in a friendly and educational way . As a CSS Supervisor , I know the value of encouraging teams and coaching them on how to properly evaluate the customer standing before them and how to assess the correct type of insurance for their needs . It is our team ’ s responsibility to stress the importance of third-party liability as customers travel out of the province and country and to discuss storage polices when customers cancel registrations and park vehicles .
The best time to have a conversation with customers is when they are standing in front of you or on the phone . Review their profile , add email information , inform them of what is coming due and what
BY : PAMELA JESPERSEN , KNIGHT ARCHER INSURANCE BROKERS
“ CUSTOMER SERVICE IS EXPECTED ; CUSTOMER EXPERIENCE IS HOW WE GO ABOUT HELPING OUR CUSTOMERS ; AND VIP SERVICE IS BEING A PART OF THEIR FAMILY , NAME RECOGNITION , AND THANKING THEM FOR THEIR BUSINESS . TAKE AN INTEREST IN CUSTOMERS ’ LIVES AND EDUCATE THEM ON THE RISKS THEIR FAMILIES FACE .”
is expired , and ask : “ Are you aware of your coverages ?” Asking this question only takes a few seconds but opens a huge number of doors for furthering the transaction .
I have eleven years combined experience in insurance , which includes personal lines , commercial , life , and disability . As a CSS Supervisor , I am fortunate to add SGI Motor Licensing to this experience . Working in a rapidly changing industry , it is key for a CSS to be educated and deliver VIP customer service to set themselves apart and retain customer loyalty . By going “ Beyond the Basics ,” you will experience the rewards that come with happy and satisfied clients . For more information and to find out how our CSS team can help assist you with your coverages , contact Pamela Jespersen at 306-522-8188 or pjespersen @ knightarcher . com +
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