Having worked with advisors for years in a sales and relationship building role, I’m quite familiar with many of the road blocks they experience regularly in the process of properly insuring their clients. Interestingly, many of these frustrations stemmed from a lack of clarity on what information underwriters look for when underwriting a client’s file and how their clients are being evaluated. The disconnect between advisors and underwriters certainly isn’t a novelty to our industry.
Wikipedia will tell you customer service “is the provision of service to customers before, during and after a purchase." According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." It can be an over-used phrase which often lacks substance.