Service First! provides a clear path to enhancing the skills of insurance service personnel by addressing three major issues:
- Helping CSRs become productive and effective in a minimal amount of time;
- The responsibility of agency managers and supervisors to provide training;
- Teaching CSRs the importance of Errors and Omissions awareness. It is written for Customer Service Representatives (CSRs) within the independent agency system, direct writer agencies, or insurance call centers.
Karen L. Flaherty, Executive Director of the Federation of Insurance Women of Texas and President of Professiional Training Systems, Inc., is a well-known customer service excellence expert and advocate. Her 30 years experience on the industry has made her a "guru" of CSR training. Her book, Service First! is like having Karen consult in your own office. |