Cheryl Koch , Mary Eisenhart – The Ultimate Account Manager-Part 1 – Characteristics of the Ultimate Account Manager – NO CE

Course Description

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Characteristics of the Ultimate Service Associate

• The Customer Service Experience – what contributes to a positive customer service experience and how can you translate that to the world of the independent insurance agency?   How can we get our customers to say -wow?
• What are the specific skills, abilities and knowledge necessary in order to perform at the highest level in customer service and account management?
• Personality testing – what attributes are identified by standard personality tests as contributing to success in customer service – and how do you measure up?
• Evaluating your individual characteristics, strengths, weaknesses, opportunities and challenges and making a plan for professional development
• Understand the other skills, knowledge and abilities – the customer service triad – that contribute to success in account management

Objectives

Upon completing this session, students will be able to:

• Understand the three components of outstanding customer service: desk management, client management, and risk management
• Recognize the characteristics that make a person an outstanding service
• Describe the customer service triad: skills, knowledge and commitment

Cheryl Koch has been in the insurance industry for a very, very long time.   Now, you might think that makes her old, however, old is merely a state of mind.   Over the years, Cheryl has served in nearly every capacity in an Independent Agency, having been an Account Manager, Producer and Agency Owner.   She now devotes her time to agency management consulting and training and speaking at industry functions throughout the country.   She is the President and CEO of Agency Management Resource Group located in Roseville, California.   Cheryl consults on marketing and sales, sales management, agency operations, automation, and strategic planning.

Cheryl is also a devotee of lifelong learning and has earned a number of insurance industry professional designations:   CPCU (Chartered Property Casualty Underwriter), CIC (Certified Insurance Counselor), ARM (Associate in Risk Management), AAI (Accredited Adviser in Insurance), API (Associate in Personal Insurance), AAM (Associate in Automation Management), AIM (Associate in Management), AIS (Associate in Insurance Services), ARP (Associate in Research and Planning), Associate in General Insurance (AINS), ACSR (Accredited Customer Service Representative) and AFIS (Agribusiness and Farm Insurance Specialist).   It is the last designation, AFIS, of which she is most proud, having created it along with the late Dr. Emmett J. Vaughan.   Some would say that Cheryl is a real insurance nerd, and she would not disagree.

Cheryl has a Bachelor’s degree in Economics from UCLA and an MBA from Sacramento State University, where she served as a faculty member in their Risk Management and Insurance program for many years.   She has also served as President of the Sacramento Chapter of CPCU and was on the CPCU Society’s Board of Governors for three years.

Cheryl serves as a volunteer member of the Independent Insurance Agents and Brokers of America Virtual University -Ask An Expert Committee.   She is also a member of the Society of Insurance Trainers and Educators (SITE), the Society of CPCU and the American Association of Insurance Management Consultants (AAIMCO).

When she’s not busy with her insurance activities, Cheryl enjoys spending time at baseball games, and has been to nearly every major league ballpark.   She is a lifelong Chicago Cubs fan, which should explain a lot about her.

Mary EisenhartRelated seminars and products: 1

Owner

Mary Eisenhart has spent 30 years in the insurance industry, both in independent agencies and with insurance carriers. In 1996, she became an insurance industry consultant, and is the owner of Eisenhart Consulting Group, a consulting firm dedicated to helping insurance organizations become extraordinary.

A graduate of the University of Nebraska, Mary has continued her insurance education by earning the CPCU, ARM, ARe, RPLU, CIC, and CPIW designations.

Mary has been featured in Rough Notes and other insurance industry publications, and has authored a Best Practices tool for IIAA, -The Next Generation: A Young Agent’s Best Practices Leadership Guide. She has also chaired local and state -Big I Education Committees. Mary develops and presents insurance industry management, technical, Best Practices, motivational, and risk management seminars throughout the U.S.