When asked what constitutes good customer service, M. Dale Janes says, "First and foremost, it means listening to your customer." And the most effective way to listen to your customer is to have face time, he says.The senior vice president of institutional and participant relationship management at MassMutual Retirement Services describes how he and the company's relationship managers visit their clients on a regular basis. These are employers who offer MassMutual retirement plans to their employees. "As much as the client wants us to be there-and as much as we need to be there-we spend time getting to know them, talking to them, and touring their offices and factories. That's how we connect and build relationships," says Janes.

MassMutual also recognizes the importance of face time with participants in their retirement plans. "We put our specialists in front of almost 65,000 participants last year," Janes adds.

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