Our Team

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Tina Wynn
Office Manager

Tina has ​been in the Insurance business since 2005 and joined the Challender Insurance Agency in March of 2009. As well as keeping the office running smoothly, Tina has a great working relationship
with our clients. Her insurance knowledge and friendliness makes working with Tina a joy, as well as the confidence in knowing everything is done right.

Don Kus

Don's passion is customer service. He is a newcomer to the insurance industry (licensed, February 2016) after 14 years serving customers in the banking industry. Don loves the excitement of developing a new customer in the purchase of a new vehicle, playing a role in the purchase of a new home, or assisting with the complex insurance needs of a local business. His
stated goal is to ensure the customers have the right coverage at a great value.

Bill Isley

After serving in the Marine Corps , Bill began his insurance career in July of 2000. After working with Allstate, The Challender Agency, since April of 2006 Bill joined our Independent Agency in January 2008. Bill's knowledge and experience helps him to simplify the insurance process and makes for great customer service.

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We are serious about excellent customer service.

Here is a reprint of an article that we found helpful to remind us to always be at our best when serving you.

Principles of good customer service
The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

To ensure you provide the best customer service:

• know what your customers consider to be good customer service
  
• take the time to find out customers' expectations
  
• follow up on both positive and negative feedback you receive
  
• ensure that you consider customer service in all aspects of your business
  
• continuously look for ways to improve the level of customer service you deliver.
  
• The following are some of the main elements of good customer service.
  

Customer relationships
To build good customer relationships you need to:

• greet customers and approach them in a way that is natural and fits the individual situation
  
• show customers that you understand what their needs are
  
• accept that some people won't want your products and concentrate on building relationships with those who do
  
• help people - even just letting a customer know about an event that you know they're personally interested in is helpful
  
• continue to keep customers aware of what's in it for them to do business with you.
  

Staff
If you want to provide the best customer service, all of your staff need to have good communication and sales skills. You will also need to show leadership by personally providing excellent customer service at all times. Learn more about the sales process.

Complaints
Listen to customer complaints; you may learn something about your product or service. Let customers know that you appreciate feedback. Overcome any objections. Listen to what the customer is objecting about (often price, merchandise or time). Confirm the validity of each concern and offer a solution. Find out more about managing customer complaints.

Products
Know your products - where everything is located, brand names, place of manufacture and price. The more you know, the more confidence you can build in the customer.

Recognize product features
Turn these features into benefits for the customer. Ensure your staff can tell customers about the product features and benefits.

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This article first appeared here, copyright The State of Queensland 2014. It is under CC License.

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