|
|
|
Insurance Rate Methods
The price of insurance depends ultimately on the risk the insurer is taking on on behalf of the customer. Simply put, this will depend on the chance of the insured event occurring, and the likely cost of the outcome. The way insurers calculate this...
Life Insurance: 6 Good Things To Know
We know the importance of life insurance as we want to make sure that our loved ones are taken care of when we die. But do some research so you'll be sure to get the best possible coverage at the right price. Here are some helpful tips:
1. Shop...
Private medical insurance - what's it all about?
The origin of private medical insurance goes back a long way -
before the NHS was formed. In pre-NHS days, people contributed
to "friendly societies", which provided financial assistance to
people in times of need. Some private medical...
The Top Five Home Owner Insurance FAQ
Whether you are a new home owner, or have owned your home for a longer period of time, there's no doubt you have many questions about home owner's insurance. You want to protect your home, your possessions, and your family. Below are five of the...
Types Of Health Insurance Plans
There are a variety of affordable health insurance plans to choose from, they include;
- Managed Care Plans
- Fee-of-Service Plans
- Health Maintenance Organizations (HMOs) Plans
- Point-of-Service Plans
- Preferred Provider Organizations...
|
|
| |
|
|
|
|
A large international insurance company IT department
PROBLEM
The workers in the information systems division were technically excellent but lacked in human behavioral skills. One employee in particular was exceptionally intelligent and knowledgeable but had a pessimistic, cautious and negative attitude.
One of the groups, the "Help Desk" was informally called the "Dis-service Desk" by the rest of the company.
The group's mission was to assist all employees and affiliates of the company in resolving their systems needs. To do this, customer service skills needed to be developed or improved.
SOLUTION
Management Resources Inc. (MRI):
Observed the operations of the different groups and their dealings with the customers
Customized its customer service program to address the specific needs of this technical group
The program included:
Customer Service Skills
Basics of Service Recovery
Systems Personnel Temperament Profile
Personal Change
Personal and business goals
Customer's "Bill of Rights"
The program was administered to all personnel
RESULTS
Results were visibly very fast:
Personnel who have attended the program show dramatic improvement in attitude and their dealings with the customer.
The satisfaction ratings from the customers have increased from 5.8 to 6.7 on a scale of 1 to 7 after doing one group.
The intelligent individual with the negative attitude (referred to above) has become the informal leader of the group, participating in inter-functional meetings, practicing team work and taking the initiative to teach others.
The Help Desk was recognized by the Vice President of the Information Systems division for their customer sensitivity and improved approval ratings.
A "Customer Bill of Rights" with 10 customer expectations was developed, indicators implemented and it became the management guidelines and the objectives for the organization.
Customer satisfaction improved about 18%, as measured by feedback cards the customer prepares after their work is completed.
About the Author
Managing Partned, Management Resources Inc.
|
|
|
|
|
|
