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Many in the insurance world believe the price of insurance becomes more important to the client in the absence of value. How might a customer service representative add value to the insurance-client relationship?

Consider expectation and entitlement–there’s a clear difference between the two. Today, our society has shifted from expectation to an attitude of entitlement. In some situations, the feeling of entitlement is self-inflated, while in others, the feeling is just and true…most especially when there’s financial loss (or gain) at stake.

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