Congratulations to Shay Foster, VP, Policy and Commission Services, for receiving the Silver Circle Award for Customer Service for Quarter 2, 2025. Below, you can explore more about Shay and her views on customer service.
If you could describe your customer service philosophy in one word, what would it be and why?
Empathy. Empathy is the cornerstone of exceptional customer service, as it allows us to understand and connect with the customer's feelings and concerns. When we put ourselves in the customer's shoes, we can view each situation from their perspective, enabling us to respond with genuine care.
What skills or habits have you developed that help you consistently deliver great service?
Actively listening is vital. Make a point to repeat the customer’s message back to them to make sure you understand the question or the problem before rushing to solve it.
I also value honesty, transparency, and taking responsibility for issues until they’re resolved.
What’s a memorable moment when you went above and beyond for a customer?
This is a bit challenging for me because I don’t often think of my actions as going above and beyond. When I reflect on certain moments, I realize I was simply focused on taking care of my customer and making a meaningful difference for them in that moment. It wasn’t about doing something extraordinary—it was about being present and supportive when it mattered most
One example that stands out is when we worked quickly to get a delayed claim payment sent directly to a producer’s bank. He was at risk of having his equipment repossessed, and we were able to step in just in time. At the time, I wasn’t thinking about going above and beyond. I just knew someone needed help, and I wanted to make sure we did everything we could to support him.
There was a recently widowed farmer’s wife who called to understand the bill she had received. She asked for help in understanding her policy and what she should do next. I was able to answer her questions. I then provided her with the agent's contact information and then I simply listened. She cried. And because she opened the door through part of the conversation, we also prayed together. She was so thankful for someone to just listen to her that day.
I can't really say these examples go above and beyond. They’re memorable to me, though, and hopefully to the people I helped.
What’s one piece of advice you’d give to someone new to customer service?
You can’t fail if you lead with honesty and kindness. The little things matter—do them with care.
