CHAPTER 10

1. Describe the circumstances under which producers should be advised and kept informed of the status of their insureds claims. (5)
2. Describe some of the ways an agency can use benchmarks to measure productivity of customer services. (5)
3. Describe how employee training may help improve the productivity of an agencys customer service function. (5)
4. Atwell Insurance Agency s managers, concerned about the level of productivity in the agencys customer service function, appoint a committee to determine factors affecting productivity. For each of the following issues the committee has pinpointed, suggest possible solutions that might improve productivity.

• When answering customer phone calls, CSRs are taking notes by hand and later re-entering the data into computerized forms. CSRs say it is difcult to locate the needed computer forms while on the phone and that they must proof the forms carefully because the system often replaces misspelled words with incorrect words. (5)
• CRS have indicated that even when they turn an upset caller into a satised customer, they rarely receive praise or recognition. (5)
• Some CSRs contact insureds whose policies are up for renewal by phone two months before the renewal dates. Some insureds are not contacted at all before renewal, and others receive contacts in several forms from several different CSRs. (5)