From the music score to the great visuals, including on-location scenes from PLRB member The Philadelphia Contributionship Companies, this film held its audience to the very end. Author and General Session speaker Gary Heil explained how customer service is the ultimate means to differentiate one insurer or service provider from another in a price-competitive market. His message was direct If you want stand-out success, perform the kind of customer service that stands out in comparison to your competition. Successful businessman and instructor for Jon-Don Co., a leading supplier of products and equipment for the restoration industry, Steve Toburen encouraged consideration of customer service as seen through the eyes of the customer. He described moments of service epiphanies when he opened his eyes to the viewpoint of his customers.
Customers don t get much satisfaction from purchasing services to begin with.
Add a calamitous loss to the equation and adjusters and restoration contractors must go to considerable length to simply leave the customer generally satisfied. Steve suggested making extraordinary effort and service standards a matter of course to produce a high number of cheerleader customers. Cheerleader customers are defined as those so pleased with the value of their service experience that they share it with their family, friends, and neighbors. About 35 claims executives gathered for the inaugural Claims Executive Leadership Conference, Customer Service Beyond the Platitudes to the Bottom Line. Moderated by PLRB President Mallin, a panel comprised of General Session speakers Heil and Toburen were joined by Cherie Winkler, a market survey expert specializing in mapping consumer needs and expectations.