To better serve you
by Chad Yoder, Personal Lines Manager

Personal Lines Customer Service Agent, Rhonda Cassel.

Beginning the first week of April, the Personal Lines department changed the way we serve our clients of homeowner, auto, recreational vehicles, and umbrella policies. Previously, if you needed to make a change to your policy, you called and asked for the Customer Service Agent (CSA) assigned to your account. Although many of you have built relationships with the CSA handling your account, that individual may not always have been available to take your call when you needed immediate attention. This was also true when the CSA was out of the office due to vacation, continuing education, illness, or lunch break.

Our new format takes a service center approach. When you call in, we connect you with the first available CSA. We have also increased the number of CSA’s in the service center to be sure that we expedite your request in a timely manner. Each CSA is licensed and fully qualified to handle questions related to your account, and will work hard to meet your expectations. Providing quality, fast, and friendly service is our ultimate goal.

As always, your comments or suggestions regarding customer service at FIFS are welcome any time.

FIFS Connection, Spring 2006, Vol.3, No. 2