Congratulations to Brad Jacobson, Area Claims Supervisor for the Upper Midwest region, on winning a Silver Circle Award for Customer Service in Q2 of 2024. Read on to discover more about his award-winning customer service skills.
You received two nominations this quarter, both were from fellow AgriSompo team members. How do you think your approach to your work inspires others around you?
I take the job very seriously. I always try to be available to answer questions or help solve problems. I treat my adjusters with respect and listen to them when they need help. Sometimes I just offer them encouragement when they are unsure about how to proceed. I stay up to date on policy and procedures, and work closely with my supervisor Tanner Schroder, a great resource and a good friend.
What do you enjoy the most about your role?
I get great satisfaction watching my adjusters grow in their positions and improve their performance. I like the challenge of finding answers to tough questions and solving problems. I enjoy working with agents and especially farmers who are the reason we all have jobs.
How would you define great customer service?
I define it as always being available to answer questions or complaints. If I miss a call, I call back as soon as possible. Try to handle every situation promptly even if you know you are going to be dealing with a person who is unhappy or angry. I learned a long time ago that putting a bad situation off doesn’t help anyone. Treat everyone with respect and 99% of the time they will treat you the same.
What wisdom would you impart to someone just starting out in their career?
Crop insurance is a great career. You will meet lots of interesting people and make lifelong friends. It can be intimidating when you are just starting out and wondering how you will ever learn everything you need to know to be good in your job. I assure every new adjuster I hire that we all felt the same way starting out. It takes time and effort but once you get comfortable in the job, it is very rewarding.
