Congratulations to Karen Hyde, Senior Underwriter for the Southeast region, on winning a Silver Circle Award for Customer Service in Q2 of 2024. Read on to discover more about her award-winning customer service skills.
Karen, you received two nominations this quarter, one from an agent and one from your regional VP. Explain how you think your work style positively affects those around you. What do you feel is the biggest thing you do to make your customers, whether internal or external, happy with you?
I would hope my work style reflects that I am a trustworthy source with a lighthearted outlook even on the toughest days. I strive to be available and offer answers or solutions as promptly as possible. It’s important to give agents or coworkers a timeline on when I will follow up and then live up to that timeline.
What do you enjoy the most about your role?
Helping people solve issues and problems and being a dependable representative in my role.
How would you define great customer service?
“Customer service” is an overused term in today’s world and not really practiced anymore as it should be. Customer service to me is being effective, diligent, and dedicated in my profession.
What advice would you give to someone just starting out in their career? What wisdom would impart to them?
This industry is not one that is easily grasped in a short amount of time. I believe it takes several years to understand the full cycle of how the processes work. It’s okay to not know or to take a moment and confirm your answer. Try to always learn the cause and effect of a situation or change that needs to be made and how it may affect the entire policy or final result.
