Buy Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Home > Business and Economics > Business and Management > Sales and marketing > Customer services > Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry
Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry

Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry


     0     
5
4
3
2
1



Out of Stock


Notify me when this book is in stock
X
About the Book

How can insurance providers boost their image and increase business? Hedy and Les Abromovitz's Insuring Quality takes a hard look at the insurance industry and suggests innovative new ways of improving customer satisfaction, turbo-charging sales and polishing the tarnished image of the industry.
The insurance industry has an image problem. From Woody Allen movies to greeting cards, insurance agents are ridiculed as boring, overbearing pests out to make a quick buck at someone's expense. Recent criminal investigations into some of the nation's largest insurance providers have only made the situation worse. And that's bad news for insurance professionals - for more than any other business, the insurance industry is built on trust.
This book was written by insurance professionals for insurance professionals - so every example in the book is based on a real-life situation. There's no ivory tower philosophizing or impenetrable jargon; just practical advice from two veterans who have examined the true relationship between quality, ethics, and customer service. As the authors say, "Insuring Quality will help your organization solve real-life problems. It's for the people in the trenches..."



Table of Contents:

The Relationship Between Quality and Image. Quality and the Media. Perceptions of Quality and Customer Service. Image and Marketing. Replacement of One Policy With Another. Quality and Selling Can Mix. Selling and Customer Service. What Complaints to Insurance Regulators Tell Us About Customer Service. Quality and the Regulators. Customer Service When the Customer's a Crook. Less Than Sympathetic Customers. It's a Small World After All. Rate Hikes and Customer Satisfaction. Difficult Customers and Customer Service. World Class Quality. Mission Accomplished?. Customer Disservice: A Tongue-in-Cheek Guide to Alienating Customers. What Do Customers Want?. Stupid Service Tricks. Burn-Out. Swearing Off Customer Service. Consistency in Claim Handling. Worker's Compensation Best Practices. Best Practices for Agents. Timeliness & Customer Service. Accessibility & Customer Service. Waiting for Service. Customer Expectations. Expectations of Bad Service. Fair and Equal Treatment of All Customers . Fair Warnings & Quality. Consistent Coverage Decisions. Customer Feedback and Complaint Handling. Quality Initiatives. Suggestion Boxes. Management Support. Limping the Talk. Barriers to Quality Improvement. This Company Isn't What It Used to Be (and It Wasn't That Great Before). Recognition of Employees. Customer Satisfaction. Downsizing and Employee Dissatisfaction. Bad Employees. Bad to the Bone Employees and Agents. Proactive Customer Service. Quality Meetings on Quality. Quality Surveys. Quality Relationships. Keeping Internal Customers Satisfied. Quality Versus the Competition. Index.

NTI/Sales Copy


Best Sellers


Product Details
  • ISBN-13: 9781574441505
  • Publisher: Taylor & Francis Inc
  • Publisher Imprint: CRC Press Inc
  • Height: 229 mm
  • No of Pages: 232
  • Width: 152 mm
  • ISBN-10: 1574441507
  • Publisher Date: 27 Oct 1997
  • Binding: Hardback
  • Language: English
  • Weight: 462 gr


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry
Taylor & Francis Inc -
Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!