AgriSompo North America continues to challenge our team members to provide the highest possible levels of service to our customers. Those who meet this goal have a chance to win our Silver Circle Award for Customer Service.
Please read below for some short interviews with our winners for the final quarter of 2023.
Click here to nominate an employee for the first quarter of 2024!
Katrina Armes, Policy and Commission Services Manager
Your work must keep you very busy – how do you balance getting everything done and still making time to make your team feel heard and appreciated?
My team is the reason for my success; therefore, I want to make sure they know how much they are appreciated and valued. My team’s accomplishments daily make it easier for me to do my job. I love to push my team to find ways to simplify duties and make the day-to-day run more efficiently.
What do you enjoy the most about your role?
I enjoy that every day I get to interact with agents, insureds, and other AgriSompo employees. Getting to build relationships with each one makes a big impact on my job and how much I enjoy what I do.
How would you define great customer service?
The key is “The Golden Rule”: treat others the way you want to be treated. Being respectful and courteous can go a long way when you are faced with a tough situation. You never know what the person on the other side of the conversation is facing so go above and beyond to be kind and helpful.
What advice would you give to someone just starting out in their career? What wisdom would impart to them?
Strive to learn all areas of this business. Even if you do not use it daily, that knowledge will make a difference. Do not let work be hard work -- have fun and enjoy what you do. Twenty years down the road, you will look up and realize you still love what you do.
Kimberly Bergeson, Marketing Representative for the Upper Midwest
You received nominations from agents based on your quick response times and a willingness to assist with their issues. They also mentioned your professionalism and knowledge when answering their questions. How do you maintain such a high level of service, even when things might be going wrong?
I have come to realize as I get older that getting overstressed in a situation makes it worse. I work on maintaining an even-keel, professional, and friendly approach. I have a great Upper Midwest team to work with that. They help me give the level of customer service that meets my expectations. I want the agents and their customers’ experience with us to be positive.
What do you enjoy the most about your role?
I love working with my agents and helping them. I constantly tell others that I have the best agents to work with. I honestly do believe that! On a tough day, I can visit an agent and leave their office with a smile and an upbeat attitude.
How would you define great customer service?
I set very high standards for myself. Customer service needs to be professional, efficient, and courteous. Being able to connect with your agents on a personal level is very important as crop insurance is built on relationships.
What advice would you give to someone just starting out in their career?
Treat the agents, their customers, and your internal customers as you want to be treated. Answer your phone calls and emails in a timely fashion. A phone call should always be returned as fast as possible -- 24 hours later is not acceptable. If you can’t solve their issue immediately, let them know you will work on it and keep them updated on your progress.
Do your best, go the extra mile, smile, and always remember that without your customers, you won’t have a job.
Dawn White, Area Claims Supervisor for the Southeast
When asked about winning this award and how she maintains such a high level of service, Dawn shared the following information with us:
I am very honored to have received the Silver Circle Award for Customer Service!! I have been passionate about American agriculture since I was a very young girl. I grew up on a row crop farm. Both of my parents also worked off the farm in the agricultural industry (my dad in fertilizer and chemical and my mom with the USDA) I was destined to end up in an agricultural career. After completing my MS in Agriculture, I continued my career as an Agricultural Consultant and transitioned into the crop insurance industry about twenty years ago.
In my current role, I am determined to keep up with the constant changes in crop insurance policy and procedures. While my specialty is claims, I pride myself in maintaining knowledge of all aspects of the crop insurance business, which helps me serve our customer agents and insureds more effectively and efficiently. I am committed to this high level of customer service which requires constant learning.
I completely understand the career I have chosen requires long hours and can be very stressful especially during claim season, but I am devoted to getting our insureds’ claims paid correctly and in a timely manner. I know firsthand how much our farmers depend on crop insurance and I am passionate about serving them – that is what helps me get through the stressful times.
I love interacting with my fellow team members, agents, and insureds, and am committed to helping them in any way I can. I would define great customer service as being caring, empathetic, and efficient while creating a positive experience that leads to long term relationships.
If you’re just starting out in your career, always keep learning and stay passionate about what you do. If you are not passionate – change careers until you find something you love.
