Enhancing Work Place

Performance

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Objectives

o Company Standards

o Customer Service Quality and

Ratings

o Training Videos

o Payment Procedures

o Improving Diversity

o Company Goals

o Summary

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Company Standards

Standard I: Leadership

Standard II: Building Relationships

Standard III: Strategy

Standard IV: Accountability

Standard V: Measurement

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Customer Service Ratings

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5

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2009 2010 2011 2012

USAA

Fluellen

Progressive

Allstate

Gieco

Our customer service ratings have slowly been declining

from being on the top in customer service ratings. USAA

has passed us with in this last year and we intend to

improve in this area.4

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Customer Service Quality

o Communicate clearly

o Have detailed explanations

o Be knowledgeable of the

customer’s needs

o The customer may not always be

right, but they are always the

customer. They will be accorded

the respect they deserve.

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Customer Service Training Videos

http://www.youtube.com/watch?v=XDWxMTuvXJE

http://www.youtube.com/watch?v=54xYxV1SoaU

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Customer Service Quality

Reminder

o In any situation keep in mind that

you are representing the Fluellen

Insurance company and we strive

for excellence.

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Payments Procedures

o Ensure payments get mailed out

within the designated 24 hours.

o Your signature will be on every

hard copy and scanned for digital

filing. “Manual Payment Sheet”

o Log in all payments on the excel

spread sheet available. “Fluellen

Intranet Payment Log”

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Improving Diversity Tactics

o Post job openings in urban areas

to extend recruitment.

o Use the Department of Labor

o Advertise in a range of ethnic

minority newspapers.

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Improving Diversity Training Videos

http://www.youtube.com/watch?v=5YdIhbjCj6s

http://www.youtube.com/watch?v=p2uA_js9m4o

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Diversity Growth Expectation

As the United States becomes more diverse people of minority races only keep

on growing. Census data from the department of labor states that by 2050

minorities will be the majority. This chart shows that the culture is rapidly

growing. We want to be ready!

http://www.dol.gov/ 11

Whites64%

Latinos16%

African Americ

ans12%

Asians5%

Other3%

2012

Whites3%

Latinos53%

African America

ns 8%

Asians 7%

Others29%

2050

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Benefits of Diversity

o Improves relationships with

clients

o Reduction in skill shortages

o Access to overseas markets

o Preparation for the cultural

population growth

http://www.eeo.nsw.gov.au/guides/diversity_delivers/what_is_diversity/what_are_the_benefits

_of_a_culturally_diverse_workplace

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Fluellen Insurance Company Goals

o Increase Productivity

o Complete Customer Satisfaction

o Offer the Best Insurance Available

o Diversify “Remember that the

company’s diversity reflects the

diversity of our customers.”

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Summary

o Fluellen Insurance strives for the

best customer service quality

available.

o Payment procedures are essential

to the overall mission of the

company.

o Improving diversity will make our

company more competitive.

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References

McCormick, Jared. "United States Department of Labor." United

States Department of Labor. N.p., n.d. Web. 30 Nov. 2012.

<http://www.dol.gov/>.

"What Are the Benefits of a Culturally Diverse Workplace?" - NSW

Department of Premier and Cabinet. N.p., n.d. Web. 30 Nov. 2012.

<http://www.eeo.nsw.gov.au/guides/diversity_delivers/what_is_di

versity/what_are_the_benefits_of_a_culturally_diverse_workplace>

.

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