CSRs: Hand-Holders And Hammers
Landing an account is a major achievement for any independent agency producer, but keeping that account long term could very well depend on the technical and diplomatic skills of a customer service representative.
No discussion of agency excellence would be complete without paying homage to those who hold a clients hand and troubleshoot problems. Thats why, in addition to honoring the National Underwriter "Commercial Insurance Agency of the Year" in this edition, I want to take time to cite the winners of another award program focusing on the efforts of those in the trenchesthe CSRs.
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