Insuring quality: how to improve quality, compliance, customer service, and ethics in the insurance industry
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boca Raton, Fa.
St. Lucie Press
1998
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | IX, 217 S. |
| ISBN: | 1574441507 |
Internformat
MARC
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| 264 | 1 | |a Boca Raton, Fa. |b St. Lucie Press |c 1998 | |
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| 650 | 4 | |a Insurance companies |x Management | |
| 650 | 4 | |a Insurance |x Marketing | |
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Datensatz im Suchindex
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|---|---|
| adam_text | Table of Contents
Preface v
About the Authors ix
1 The Relationship Between Quality and Image 1
2 Quality and the Media 7
3 Perceptions of Quality and Customer Service 13
4 Image and Marketing 17
5 Replacement of One Policy with Another 21
6 Quality and Selling Can Mix 27
7 Selling and Customer Service 31
8 What Complaints to Insurance Regulators Tell Us
About Customer Service 35
9 Quality and the Regulators 39
10 Customer Service When the Customer s a Crook 43
11 Less Than Sympathetic Customers 47
12 It s a Small World After All 51
13 Rate Hikes and Customer Satisfaction 55
14 Difficult Customers and Customer Service 61
15 World Class Quality 65
16 Mission Accomplished? 69
17 Customer Disservice: A Tongue in Cheek Guide to
Alienating Customers 73
18 What Do Customers Want? 77
19 Stupid Service Tricks 81
iii
iv • Insuring Quality
20 Burnout 85
21 Swearing Off Customer Service 89
22 Consistency in Claims Handling 91
23 Workers Compensation Best Practices 97
24 BEST Practices for Agents 103
25 Timeliness and Customer Service 107
26 Accessibility and Customer Service Ill
27 Waiting for Service 115
28 Customer Expectations 121
29 Expectations of Bad Service 127
30 Fair and Equal Treatment of All Customers 131
31 Fair Warnings and Quality 135
32 Consistent Coverage Decisions 139
33 Customer Feedback and Complaint Handling 143
34 Quality Initiatives 151
35 Suggestion Boxes 155
36 Management Support 157
37 Limping the Talk 161
38 Barriers to Quality Improvement 163
39 This Company Isn t What It Used to Be (And It
Wasn t That Great Before) 167
40 Recognition of Employees 171
41 Employee Satisfaction 175
42 Downsizing and Employee Satisfaction 181
43 Bad Employees 185
44 Bad to the Bone Employees and Agents 189
45 Proactive Customer Service 193
46 Quality Meetings on Quality 197
47 Quality Surveys 199
48 Quality Relationships 203
49 Keeping Internal Customers Satisfied 207
50 Quality Versus the Competition 211 1
Index 213
|
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| discipline | Wirtschaftswissenschaften |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T18:17:35Z |
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| isbn | 1574441507 |
| language | English |
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| spelling | Abromovitz, Hedy Verfasser aut Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry Hedy Abromovitz ; Les Abromovitz Boca Raton, Fa. St. Lucie Press 1998 IX, 217 S. txt rdacontent n rdamedia nc rdacarrier Companhias de seguro (administração) larpcal Kwaliteitszorg gtt Seguro larpcal Verzekeringswezen gtt Insurance companies Management Insurance Marketing Quality assurance Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Versicherungsbetrieb (DE-588)4063180-1 gnd rswk-swf Versicherungsbetrieb (DE-588)4063180-1 s Qualitätsmanagement (DE-588)4219057-5 s DE-604 Abromovitz, Les Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008012241&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Abromovitz, Hedy Abromovitz, Les Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry Companhias de seguro (administração) larpcal Kwaliteitszorg gtt Seguro larpcal Verzekeringswezen gtt Insurance companies Management Insurance Marketing Quality assurance Qualitätsmanagement (DE-588)4219057-5 gnd Versicherungsbetrieb (DE-588)4063180-1 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4063180-1 |
| title | Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry |
| title_auth | Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry |
| title_exact_search | Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry |
| title_full | Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry Hedy Abromovitz ; Les Abromovitz |
| title_fullStr | Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry Hedy Abromovitz ; Les Abromovitz |
| title_full_unstemmed | Insuring quality how to improve quality, compliance, customer service, and ethics in the insurance industry Hedy Abromovitz ; Les Abromovitz |
| title_short | Insuring quality |
| title_sort | insuring quality how to improve quality compliance customer service and ethics in the insurance industry |
| title_sub | how to improve quality, compliance, customer service, and ethics in the insurance industry |
| topic | Companhias de seguro (administração) larpcal Kwaliteitszorg gtt Seguro larpcal Verzekeringswezen gtt Insurance companies Management Insurance Marketing Quality assurance Qualitätsmanagement (DE-588)4219057-5 gnd Versicherungsbetrieb (DE-588)4063180-1 gnd |
| topic_facet | Companhias de seguro (administração) Kwaliteitszorg Seguro Verzekeringswezen Insurance companies Management Insurance Marketing Quality assurance Qualitätsmanagement Versicherungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008012241&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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