AgriSompo continues to challenge our team members to provide the highest possible levels of service to our customers. We also ask employees and agent customers to provide feedback about who in the company is doing great customer service work. Out of a multitude of nominations this quarter came four clear winners.
Please read below for interviews with the Silver Circle Award winners for the fourth quarter of 2024.
Alicia Anderson, Underwriter for the Upper Midwest Region
How does it feel to be recognized for your customer service? What does it mean to you?
It feels amazing to be recognized and makes me feel proud of the work I do. It means the effort I put into helping others is appreciated. It’s all about connecting with people and making their experience better that reinforces the idea that what I do matters.
What do you consider to be quality customer service? What do you think matters the most?
Quality service, to me, means going above and beyond to meet and exceed customers’ expectations. It’s about being attentive and responsive to meet their needs by going the extra mile. It involves empathy making sure the customer feels valued and heard. Providing timely responses and following up with a call.
Tell us how customer service factors into your current role. What do you enjoy most about your role?
Customer service plays a crucial role in underwriting that helps build trust and rapport with agents and ensures that agents feel valued and understood. What I enjoy most about my role is the people, the connections, collaborating, and continuous learning. I work with a great group.
What advice would you give to someone just starting out in their career?
Be patient -- it takes time to learn the crop insurance world. Read through the handbooks on your down time to grow your knowledge and don’t be afraid to ask questions.
Larry Westerhoven, Senior Adjuster for the Great Lakes Region
How does it feel to be recognized for your customer service? What does it mean to you?
I’m happy that I made a difference for the people I work with, both insureds and people in the company.
If you could give just one tip to improve their customer service skills, what would you tell them?
Listen and connect with who you are dealing with. Sometimes people don’t understand you or you don’t understand them.
What do you enjoy the most about your role?
Dealing with the insured, agents, adjusters, and underwriting. There are lots of good people in the agriculture community. I like helping them understand crop insurance.
What advice would you give to someone just starting out in their career?
Take your time to do it right and verify everything! Do not be afraid to do something hard. You may do it wrong, but you can correct it and make it right. That is how you learn.
Becky Cotner, Meetings & Events Manager
How does it feel to be recognized for your customer service? What does it mean to you?
Getting recognized for our customer service is really a team win. It’s not just about me; it’s about my awesome teammates, Kay Erke and Katie Browning, who were also highlighted in the nominations. We’re all about taking care of our customers, whether they’re inside or outside the company. It’s what we love to do. So being recognized for doing a good job, especially with all the changes over the past few years, feels amazing.
What do you consider to be quality customer service? What do you think matters the most?
Quality customer service, to me, is all about making others feel comfortable and at ease so they can fully enjoy their meeting. As a meeting planner, it's important that attendees feel comfortable in their environment, have a clear understanding of where they're headed and what's coming up, and are well-fed! Achieving this requires strong organization and effective communication. A friendly face and a warm smile also make a big difference.
Tell us how customer service factors into your current role. What do you enjoy the most about your role?
Customer service is at the core of what we do. Our role is to support our colleagues by handling meeting planning, allowing them to concentrate on their own responsibilities. Meeting planning is our specialty, and it's what the company relies on us for, so that others can focus on serving our external customers.
What I enjoy most about my role is being present at the meetings. Seeing all the planning come together successfully is incredibly satisfying. I also love interacting with people, reconnecting with old friends—whether they're internal or external—and ensuring they feel supported and satisfied. Being part of these meetings energizes my passion for my job and helps me get through the tougher aspects of event planning. Ultimately, I have a deep love for taking care of people.
What advice would you give to someone just starting out in their career? What wisdom would impart to them?
Careers are like a roller coaster so buckle up and enjoy the ride! You'll experience ups, downs, and unexpected twists, but if you're passionate about what you do, it makes the journey exciting and fulfilling.
Michelle Albrecht, Senior Policy Payment Specialist
How does it feel to be recognized for your customer service? What does it mean to you?
It feels pretty amazing. I really do strive to give the best customer service that I can and it’s awesome to be recognized for doing something that I love.
If you could give someone just one tip to improve their customer service skills, what would you tell them?
Be kind and empathetic --listen. Also, I may not know the answer to a question, but I will do whatever I need to do to find the answer.
What do you enjoy the most about your role?
I truly love what I do. I love the people that I work with, and I enjoy talking to all of the agents and insureds and helping them with whatever they need.
What advice would you give to someone just starting out in their career? What wisdom would impart to them?
Crop insurance isn’t for the weak. You love it or you hate it. No matter how long you’ve been in the industry, you learn something new every day. Ask questions and continue to learn.
