A Return to Customer Service

Many insurance companies are looking for the type of training that can truly enhance customer service by not only drastically improving their retention rate, but gaining new business through referrals. The tricky part is developing techniques that not only improve the customer's impression of how they have been treated, but actually save the time of the claims staff. A new partnership between one national insurer and an international insurance training organization is trying to accomplish this task with a training program based on returning customer service to the top of the priorities lists for adjusters. Progressive Insurance, based in Mayfield Heights, Ohio, recently teamed up with the International Insurance Institute, in Folsom, Calif., to develop a high-powered customer service course for all 6,000 of Progressive claims people.