Congratulations to Brian Jacobsen, Senior Adjuster Specialist for the West region, for receiving the Silver Circle Award for Customer Service for Quarter 2, 2025. Below, you can learn more about Brian’s thoughts on customer service.
If you could describe your customer service philosophy in one word, what would it be and why?
CARING. People are seeking answers and showing you care about them leads to better outcomes.
What skills or habits have you developed that help you consistently deliver great service?
I’ve simply acquired life experience. You can read and learn how to handle situations, but experience is priceless. Sometimes you need to live and learn.
What’s a memorable moment when you went above and beyond for a customer?
I don’t have one specific moment, but I’m always surprised and grateful by unexpected gratitude. When I look back on moments when I was just doing my job and I got thanked for doing the basics: taking the time to answer questions, listening, and showing kindness. Those moments stick with me. You don’t have to do anything fancy to provide great service. The basics work just fine.
What’s one piece of advice you’d give to someone new to customer service?
Two things:
First, follow "The Golden Rule". Simply treat people how you want to be treated.
Second, smile and be kind. Kindness goes a long way. You never know what that person is going through. Step into their shoes and try to see things from their eyes.
