New Teams, New Training Needs
Frontline’s CEO brought Highfill onboard to establish a new Home Solutions team to serve the customers who rely on the company to insure properties across Florida and four other southeastern-U.S. states. The team’s successful launch soon led to its merger with another internal group, resulting in creation of Frontline’s Customer Solutions Department.
Highfill’s training responsibilities expanded, too. He re-established the structure and content of training at all organizational levels, creating learning paths to support internal mobility and advancement of employees as they built the skills needed to handle increasingly complex insurance claims. Because the Customer Solutions team interacts daily with policyholders, training emphasizes a strong customer service focus.
He’d leveraged the best-selling Media Partners customer service film The Difficult Guest to train employees in guest relations and guest services at Walt Disney World, so Highfill knew the program would work for his new department at Frontline. He says the program’s core message—captured in the acronym LAST: listen, apologize, solve, and thank—“gets the points across and establishes behaviors for which our people are accountable.”
From Customer Service to a Culture of Respect
Intensive customer service training that includes team and individual support for employees is only a part of the solutions Highfill has implemented, and continues to evolve, using Media Partners training. Leadership development, coaching, performance, and organizational culture are additional areas undergoing changes inspired by his revised approaches.
In addition, Frontline’s Human Capital function has chosen Media Partners' Once & For All to institute company-wide training on sexual harassment prevention. “It is so well designed that it educates employees while also engaging and empowering them,” Highfill notes, adding that he sees the program providing valuable support for Frontline’s culture of respect.
Get the Full Story
To read more about learning and development at Frontline Insurance, download the case study that includes the company’s use of measurement and feedback to augment training and strengthen employee performance.