Join me in congratulating Candace Weeks, Senior Underwriter for the Great Lakes region! She is a recipient of the Silver Circle Award for Customer Service for Q2 2023. Candace received multiple nominations from her agent clients. So how does she do it? What is it about her customer service skills that set her apart? Read more about her process below.
Candance (right) with her daughter, Taylor.
You received multiple nominations this quarter, and most of them mentioned your kindness and patience. Your job can be stressful – how do you maintain your high level of customer service (your kindness and patience) during the tough times?
I know it can be difficult, but I try to remember that this isn’t about me personally -- this is about the issue that the other person is having. Sometimes I just stop and listen to the other person stress or vent, and then I try to empathize with them. I take a deep breath and think about what I would feel like if I were in their shoes. How would I like to be treated and how I would like someone to handle the situation if the roles were reversed?
What do you enjoy the most about your role?
I enjoy that each day is completely different than the one before it. I like to think that by doing my job to the best of my ability, I’m helping farmers make sure their families and way of life are protected.
How would you define great customer service?
Great customer service is being kind, polite (even when it’s difficult), and honest with the person you are trying to help. I might not always have the answers right away, but I’ll find out the answers. I truly believe that people will respond much better if you are always as open and as up front as you can be with them. I might not always have the answers they want, but if you present the answers in a positive way, it will usually go much better.
What advice would you give to someone just starting out in their career?
This can be a stressful job. When you feel stressed, take a step back, take a deep breath, and know that you are not alone. We have excellent teammates that will be there to help us along the way. Always be up front and honest and treat others the way that you would like to be treated.
What wisdom would you impart to someone who asks what your secret to customer service is?
Be true to yourself. Treat others how you would like to be treated. Know when you need help and how to ask for it.