Insuring Quality: How to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry

Abstract

The Relationship Between Quality and Image Quality and the Media Perceptions of Quality and Customer Service Image and Marketing Replacement of One Policy With Another Quality and Selling Can Mix Selling and Customer Service What Complaints to Insurance Regulators Tell Us About Customer Service Quality and the Regulators Customer Service When the Customer's a Crook Less Than Sympathetic Customers It's a Small World After All Rate Hikes and Customer Satisfaction Difficult Customers and Customer Service World Class Quality Mission Accomplished? Customer Disservice: A Tongue-in-Cheek Guide to Alienating Customers What Do Customers Want? Stupid Service Tricks Burn-Out Swearing Off Customer Service Consistency in Claim Handling Worker's Compensation Best Practices Best Practices for Agents Timeliness & Customer Service Accessibility & Customer Service Waiting for Service Customer Expectations Expectations of Bad Service Fair and Equal Treatment of All Customers Fair Warnings & Quality Consistent Coverage Decisions Customer Feedback and Complaint Handling Quality Initiatives Suggestion Boxes Management Support Limping the Talk Barriers to Quality Improvement This Company Isn't What It Used to Be (and It Wasn't That Great Before) Recognition of Employees Employee Satisfaction Downsizing and Employee Dissatisfaction Bad Employees Bad to the Bone Employees and Agents Proactive Customer Service Quality Meetings on Quality Quality Surveys Quality Relationships Keeping Internal Customers Satisfied Quality Versus the Competition Index