Congratulations to Allison Northrop, Claims Auditing Supervisor, for receiving the Silver Circle Award for Customer Service for Quarter 4, 2025. Read below for Allison's insights and thoughts on delivering exceptional customer service!
How would you define excellent customer service?
I believe excellent customer service starts with prioritizing the customer and empathizing with their perspective. It involves understanding their needs and providing them with your undivided attention to offer support. While I may not always be able to deliver the exact outcome they desire, it’s essential to ensure they
feel valued, heard and positive about our interaction.
What personal attributes do you believe set you apart in your approach to
serving customers?
One quality that can set others apart is the ability to remain patient and calm in stressful situations. It is also important to be a reliable source, one that your colleagues and customers can come to at any time for assistance. When you are known for assisting someone in their worst times, you help build those trusting relationships.
What motivates you to consistently deliver great service, even during
challenging moments?
It’s incredibly rewarding when insureds or colleagues reach out because they trust you to consistently provide assistance and support. Knowing they rely on you and have confidence in your ability to help motivates me to deliver my best every single day.
What advice would you give to others who want to elevate their customer
service impact?
My advice to those looking to enhance their customer service is simple: strive to be more. Be more patient, take the time to truly listen, be available when needed and most importantly, show more compassion and make whoever you are assisting feel important.