Congratulations to Audrey Carls, AVP for Product Management and Support, for receiving the Silver Circle Award for Customer Service for Quarter 4, 2025. Read below for Audrey's insights and thoughts on delivering exceptional customer service!
How would you define excellent customer service?
I think excellent customer service is characterized by a true desire to help others and give them a positive experience. I recall an underwriter I worked with early in my career sharing with me that it’s not just about completing the task, but how you made the customer feel in the process, and that has always stuck with me.
What personal attributes do you believe set you apart in your approach to serving customers?
It’s funny – it’s hard to even write this about myself, because my natural inclination is to focus on others and how I can help them succeed. However, I think that inclination plays a part in my approach to serving both customers and members of my team though. The concept of “servant leadership” resonates with me, so whether it’s an internal or external customer, I take personal responsibility for assisting others – whether it’s delivering a solution or helping someone gather the tools and information they need to deliver a solution to our customers.
What motivates you to consistently deliver great service, even during challenging moments?
I am a people person and I enjoy getting to know people and working as a team. I care about our people and our work, and I want the AgriSompo team to be the best we can be. This keeps me motivated even in difficult situations.
What advice would you give to others who want to elevate their customer service impact?
Striving to understand someone else’s point of view is such a valuable tool when it comes to elevating your customer service skills. When I put myself in someone else’s shoes and try to understand where they’re coming from, I’m often able to come up with alternative solutions to meet their needs.