Congratulations to Steve Dye, Alan Norris, Caroline Mahavier and Ryan Goebel for winning the 2026 Silver Circle Award for Customer Service for Quarter 3. Read below for their insights and thoughts on delivering exceptional customer service!
Steve Dye, Adjuster, Upper Midwest Region Claims
How would you define excellent customer service?
Excellent customer service means going above and beyond, exceeding expectations and taking ownership. It is also doing whatever it takes to provide a positive experience.
What personal attributes do you believe set you apart in your approach to serving customers?
What sets me apart is that I am willing to listen and try to understand what the customer needs. I try to make people feel that they are taken care of, even if it is out of my way. I try to show customers that I am dependable and so is my company.
What motivates you to consistently deliver great service, even during challenging moments?
I know that I am making a difference for both the customer and the agent. I take pride in my work, knowing that others depend on me, and that motivates me to give my best.
What advice would you give to others who want to elevate their customer service impact?
My advice would be: Just do it. Take the initiative and challenge yourself to do more than what is expected. Look for opportunities to take care of our customers and make their experience better.
Alan Norris, National Accounts and Marketing Representative, National Marketing
How would you define excellent customer service?
Always treat people the way you would like to be treated in all situations. Make the person you are speaking with feel like the most important person in that moment. Stay persistent in finding an answer or solution.
What personal attributes do you believe set you apart in your approach to serving customers?
I feel like my ability to establish and maintain relationships allow me to keep support personal to the individual. Building genuine relationships with both customers and employees provides a sense of the importance of what is needed.
What motivates you to consistently deliver great service, even during challenging moments?
Every challenging situation is a chance to learn or sharpen my skills. I enjoy working through tough situations and learning lessons that I can pass along to others.
What advice would you give to others who want to elevate their customer service impact?
Care! You have to care for whom you are helping; you have to care for the company you represent; and you have to care for your own growth. Work on building true relationships everywhere you can. A mentor once told me that people do not care what you know until they know that you care.
Caroline Mahavier, Senior Data Analyst, IT
How would you define excellent customer service?
I would define excellent customer service as a combination of strong communication and technical ability. It means understanding the customers’ needs, setting clear expectations and delivering effective solutions.
What personal attributes do you believe set you apart in your approach to serving customers?
I believe my passion for collaboration sets me apart. I enjoy partnering with teams across departments, learning from diverse perspectives and bringing the right people together to deliver the best possible outcome.
What motivates you to consistently deliver great service, even during challenging moments?
The people. If I can make someone’s day a little easier or solve a problem that is causing frustration, that motivates me. During the challenging moments, I find it even more important to be supportive responsive and focused on helping others succeed.
What advice would you give to others who want to elevate their customer service impact?
Meet your customers where they are. Take the time to understand their unique situation, listen to their concerns and partner with them to find the best solution for their needs. The right solution is not always the one you would choose for yourself, but the one that best serves the customer and their goals.
Ryan Goebel, Technical Adjuster Specialist, Great Lakes Region Claims
How would you define excellent customer service?
Treating each interaction with the respect, effort and professionalism that reflects my values while maintaining a personable demeanor. Simply put, treat others the way I would like to be treated and be friendly.
What personal attributes do you believe set you apart in your approach to serving customers?
I try to be encouraging, humble and relatable. It takes humility to ask for help, so as the help-giver, connecting with the customer using common ground helps build trust.
What motivates you to consistently deliver great service, even during challenging moments?
I enjoy finding solutions, whether technical or interpersonal. I strive to leave each interaction on a positive note.
What advice would you give to others who want to elevate their customer service impact?
Remember you are there to help someone. Remember what it feels like to be helped by someone that went the extra mile and strive for that positive interaction.