American Mining Insurance Company Mission Statement
 
 

Customer Care: Everybody's Business!

Customer Care is everyone’s business, and should be part of everyone’s job description. It’s especially critical in these challenging times to take EXQUISITE care of the customers we have, so here are 7 things that every customer service person needs to know.
 
1.  You chose this job—or it chose you. Either way, it’s in your best interest and the best interest of the customer for you to show up and be fully present to the job. Set an intention every day to be the best you can be at your craft. Make it a point to do a little learning about how to get better at it every day. Find joy in doing your job well. Recognize and acknowledge yourself for all the “wins” during your day.
 
2.  Be proud of what you do. You play an important role in the company’s success. The experiences you provide for the customer could make or break their relationship with the company.  Even if parts of the process are broken, even if the wait times are long, even if the customer is upset about some aspect of the company, a great experience can make up for a whole lot. You have the opportunity to make deposits in the customer’s emotional bank account and keep those customers happy.

3.  You have emotional genius. Being good at customer service requires a great deal of emotional intelligence. In fact, in your job, EQ is as important – and often more important – than IQ. Here’s the neat thing – being in a people oriented position gives you the unique opportunity to practice and even perfect those EQ skills. That’s going to help you in every relationship you have in your life. As you get better at your job, you get better at your life. That’s a bonus!

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The Berkley Corner: New Companies

June 3, 2008: W. R. Berkley Corporation announced the formation of FinSecure, LLC. Based in Baltimore, Maryland, FinSecure will offer integrated property and liability insurance solutions for financial institutions and financial services firms. FinSecure will underwrite on behalf of several W. R. Berkley Corporation member insurance companies. Annette Merz has been named president of FinSecure. Ms. Merz, who has over 23 years of experience in the insurance industry, served most recently as president of Lenpex LLC. Previously she was the president of one of the leading providers of insurance solutions for the financial services industry.

May 5, 2008: W. R. Berkley Corporation announced the formation of Berkley Asset Protection Underwriters, LLC. Based in New York City, Berkley Asset Protection Underwriters will offer products designed to protect a broad spectrum of commercial and personal assets. Their products will include coverage for fine arts, jewelers block, fidelity/crime and related risks. Berkley Asset Protection Underwriters will underwrite on behalf of two W. R. Berkley Corporation member companies, StarNet Insurance Company on an admitted basis and Gemini Insurance Company on a surplus lines basis. Joseph Dowd has been named president of Berkley Asset Protection Underwriters. Mr. Dowd has more than 20 years experience in the insurance industry, all of which has been focused on asset protection.

As always, you can learn more about our parent company, W. R. Berkley by visiting the W. R. Berkley website: www.wrberkley.com.


First Friday is This Friday!

We're having BBQ from Jim & Nicks at the Home Office.
 

To save an email attachement into ImageRight, just drag and drop it from the email into ImageRight.
 
By The Numbers


click here for larger graphs

 
June Birthdays
Elaine Perkins
3
Ted Roose
17
Deborah Pitts
18
Crystal Thorn
19
Leland Walker
19
David Gaia
20
Tammy Ansell
23
Dale Thompson
28
Rosemary Courington
28
Rob Singleton
30
   
July Birthdays
Jon Flower
1
Kari Anne Wilson
3
Dialyn Spence
13
Bryant Brown
15
Alice Beam
16
Martha Woods
20
Lisa Marie Evans
25
Pat Ballock
29
 
 
June Anniversaries
Greg Pierre
17 years
Ann Watts
17 years
Kim Edsall
12 years
Bryant Brown
11 years
   
July Anniversaries
Dale Thompson
17 years
 
 
freelunch

free lunch:
(home and branch offices).

One branch of the armed services recently announced that it would like to convert their entire fleet over to liquid fuel made from coal. Name the branch!  This branch is also the government’s largest fuel consumer.

Last Months Winner:  Robin King

Email your answers to bryantb@cghinsurance.com.
 

Making Email More Effective

Make it personal. Not only should the e-mail be personally addressed, it should also include personal i.e. customized content. For this reason auto replies are usually not very effective.

Answer swiftly. Customers send an e-mail because they wish to receive a quick response. If they did not want a quick response they would send a letter or a fax. Therefore, each e-mail should be replied to within at least 24 hours, and preferably within the same working day. If the email is complicated, just send an email back saying that you have received it and that you will get back to them. This will put the customer's mind at rest and usually customers will then be very patient!

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CGH Insider Editoral

Email us with any thoughts or suggestions, compliments or complaints.

Joe Watts, Editor
Bryant Brown,
Associate Editor
Sylvia Wilkins,
Associate Editor

 

 

 

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