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How can insurance providers boost their image and increase business? Hedy and Les Abromovitz's Insuring Quality takes a hard look at the insurance industry and suggests innovative new ways of improving customer satisfaction, turbo-charging sales and polishing the tarnished image of the industry. The insurance industry has an image problem. From Woody Allen movies to greeting cards, insurance agents are ridiculed as boring, overbearing pests out to make a quick buck at someone's expense. Recent criminal investigations into some of the nation's largest insurance providers have only made the situation worse. And that's bad news for insurance professionals - for more than any other business, the insurance industry is built on trust. This book was written by insurance professionals for insurance professionals - so every example in the book is based on a real-life situation. There's no ivory tower philosophizing or impenetrable jargon; just practical advice from two veterans who have examined the true relationship between quality, ethics, and customer service. As the authors say, "Insuring Quality will help your organization solve real-life problems. It's for the people in the trenches..."
Table of Contents
The Relationship Between Quality and Image Quality and the Media Perceptions of Quality and Customer Service Image and Marketing Replacement of One Policy With Another Quality and Selling Can Mix Selling and Customer Service What Complaints to Insurance Regulators Tell Us About Customer Service Quality and the Regulators Customer Service When the Customer's a Crook Less Than Sympathetic Customers It's a Small World After All Rate Hikes and Customer Satisfaction Difficult Customers and Customer Service World Class Quality Mission Accomplished? Customer Disservice: A Tongue-in-Cheek Guide to Alienating Customers What Do Customers Want? Stupid Service Tricks Burn-Out Swearing Off Customer Service Consistency in Claim Handling Worker's Compensation Best Practices Best Practices for Agents Timeliness & Customer Service Accessibility & Customer Service Waiting for Service Customer Expectations Expectations of Bad Service Fair and Equal Treatment of All Customers Fair Warnings & Quality Consistent Coverage Decisions Customer Feedback and Complaint Handling Quality Initiatives Suggestion Boxes Management Support Limping the Talk Barriers to Quality Improvement This Company Isn't What It Used to Be (and It Wasn't That Great Before) Recognition of Employees Employee Satisfaction Downsizing and Employee Dissatisfaction Bad Employees Bad to the Bone Employees and Agents Proactive Customer Service Quality Meetings on Quality Quality Surveys Quality Relationships Keeping Internal Customers Satisfied Quality Versus the Competition Index
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