AgriSompo North America kicked off the 2023 year with a challenge to their team members to provide the highest possible levels of service to their customers. They also asked employees and agent customers to provide feedback about who in the company was already doing great customer service work. The response was impressive. Out of the multitude of nominations came three clear winners. Please read more below about the first quarter of 2023 Silver Circle Award winners.
Meet Scott Gibbs, Senior Adjuster for the Southwest Region.
Scott was nominated for helping an ASNA producer after a tornado struck his farm. The communications team recently had the opportunity to ask Scott about his amazing act of customer service. See below for the full details.
Your nomination was due to your incredible act of service in November of 2022, when you helped a farmer in the aftermath of a tornado. What inspired you to drive 50 miles in your tractor to help a farmer you'd only met once? Walk us through your thought process that day.
Being from a small community where in times of hardships we had to rally together, it becomes second nature to help when and where it is needed. When I heard about a tornado affecting one of our insureds, I knew I had the equipment and the ability to help.
How long have you been adjusting crops? What do you like the most about your job?
I have been adjusting crops for about 14 years. The best thing about my job is getting to meet new people.
How would you define great customer service?
I think great customer service is listening to the customer and realizing that everyone is different. Sometimes you need to think outside the box.
What advice would you give to someone just starting out in their career? What wisdom would impart to them?
Treat each and every individual you meet with dignity and respect.
Next, meet Elva Morgan, Underwriting Supervisor for the Southwest Region.
One of the goals of this new ASNA award is to promote high levels of customer service within the company. Based on her multiple nominations for the award in the first quarter of 2023, Elva is a prime example of what quality service can look like. The communications team recently asked her a few questions about her winning customer service process – check out her answers below.
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, particularly your kindness and patience, during the tough times?
My mom would always tell me that during the good times and especially the tough times we should always: do unto others as you would have them do unto you. I truly try my best to uphold that motto.
What do you enjoy the most about your role?
I enjoy the opportunity to assist my agents and co-workers. It gives me joy knowing that I can contribute to their growth and success.
How would you define great customer service?
Being present by actively listening. Displaying empathy to the customers’ needs and empowering them with the tools they need to be successful.
What advice would you give to someone just starting out in their career? What wisdom would you impart to them?
There will always be obstacles in your way so you will sometimes have to find another direction to reach your goal. Keep steady and work hard.
And last, but not least, meet Kelly Watford
Kelly received multiple nominations for the first quarter of 2023 and we’re pleased to share her perspective on customer service with you today. The communications team recently asked her a few questions about her win – see below for her answers.
The people who nominated you for this award mention your professionalism and knowledge, in addition to the great service you provide. In what ways do you feel you project those values?
By being dependable and following through on commitments, being open and honest when communicating with others, holding myself accountable for any shortcomings, and consistently striving to be the best person I can be in all interactions with others.
One of your nominators mentioned how the mission statement of our company revolves around leaving a lasting impact on farming communities for generations. Do you share the ASNA mission statement with all your agents? If so, why?
I do share our mission statement with agents. When your beliefs and your company mission statement are in alignment, it can create a rock-solid foundation for both you and your company to flourish in the future.
You are credited with going “above and beyond” for your customers. What does that look like? Can you cite specific examples?
This is a hard question to answer without first pointing out that I am only as good as the team behind me. The last few years have proven to be a challenge. The Southeast team of underwriters, claims supervisors, and managers of all departments have stepped up and helped me go above and beyond. They are the reason for my success. After-hours calls, late ordering of materials, countless calls to claims supervisors, etc. The list goes on and on! I’m surprised that Jake Chamness and Billy Moore still take my calls -- that is a miracle!
What advice would you give to someone just starting out as a marketing representative? What could they learn from your experience and positive results?
Treat people the way you want to be treated. Be involved in the communities you serve. Answer the phone all the time!