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

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The Ultimate Service Associate’s Characteristics

What factors contribute to a strong customer service experience, and how can this be applied to the world of the independent insurance agency? How can we make our consumers exclaim “wow?”
What unique talents, abilities, and expertise are required to provide excellent customer service and account management?
Personality testing – what characteristics are identified by conventional personality tests as contributing to customer service success – and how do you compare?
Evaluating your personal traits, strengths, limitations, opportunities, and problems, and developing a professional development plan
Recognize the additional talents, knowledge, and abilities – the customer service triangle – that contribute to account management success.

Objectives

Students who complete this session will be able to:

Recognize the three components of excellent customer service: desk management, client management, and risk management.
Recognize the attributes that make a person an exceptional service provider.
Describe the trinity of customer service: abilities, expertise, and dedication

Cheryl Koch has worked in the insurance sector for a long time. You would think that makes her elderly, but aging is just a state of mind. Cheryl has worked in practically every role at an Independent Agency, including Account Manager, Producer, and Agency Owner. She currently focuses her time on agency management consulting and training, as well as speaking at industry events around the country. She is the President and CEO of Roseville, California-based Agency Management Resource Group. Cheryl provides marketing and sales consulting, as well as sales management, agency operations, automation, and strategic planning.

Cheryl is also a lifelong learner, having earned the following 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 (A (Agribusiness and Farm Insurance Specialist). She is especially proud of the latest categorization, AFIS, which she co-created with the late Dr. Emmett J. Vaughan. Some could call Cheryl an insurance nerd, and she wouldn’t argue.

Cheryl holds a Bachelor of Arts in Economics from UCLA and an MBA from Sacramento State University, where she taught for many years in the Risk Management and Insurance department. She has also served as President of the CPCU Sacramento Chapter and on the Board of Governors of the CPCU Society for three years.

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

Cheryl likes going to baseball games and has visited practically every big league ballpark when she is not busy with her insurance duties. She has been a longtime admirer of the Chicago Cubs, which should explain a lot about her.

Eisenhart, Mary

1 owner of related seminars and goods

Mary Eisenhart has worked in the insurance field for 30 years, both in independent agencies and with insurance companies. She became an insurance industry consultant in 1996 and is the owner of Eisenhart Consulting Group, a consulting business focused to assisting insurance firms in being exceptional.

Mary, a University of Nebraska graduate, has furthered her insurance education by receiving the CPCU, ARM, ARe, RPLU, CIC, and CPIW certifications.

Mary has been published in Rough Notes and other insurance industry magazines, and she wrote “The Next Generation: A Young Agent’s Best Practices Leadership Guide” for IIAA. She has also served as the chairperson of local and state “Big I” Education Committees. Mary creates and delivers insurance industry management, technical, Best Practices, motivational, and risk management seminars all throughout the United States.

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