The solution according to Seth Hall, the company's vice president of customer service, is its "Executive Sponsor Program," in which some 32 top-level executives — including the president, the chief underwriting officer, the chief service officer, and others — are assigned to build a direct relationship with three to five of the company's major customers.
The program requires ongoing monitoring, tracking and follow-up, but Hall says in the February issue of "Customer Service Newsletter,"
Details on the Philadelphia Insurance Companies' program plus much more covering the best in Customer Service appear in the February issue of "Customer Service Newsletter."
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."