Copyright © 2011, National Association of Professional Insurance Agents. All rights reserved. Facts & your customers Service and Communication  Retention Trust The Competition Customer Comments “The results of poor customer service is of course that your customers won’t be willing to help you grow your business by telling others or by returning themselves.” “Every agency spends time communicating with customers. Whether planned or not, consumer messages play an important part in an agency's communications. Unfortunately, customer communication is often overlooked as simple or routine.” “Poor communication is the top service "dissatisfier" that drives core customers to switch insurance providers.” “Americans are fed up with poor customer service, with 64 percent walking out of stores due to poor assistance and 67 percent hanging up on a call before their problems are even addressed, according to a new survey.” Terms of Use