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Discover the fortune hiding in your insurance premiums!
Ever thought about how to save money? Sure you have, what did you do? You downsized a few things, maybe cut back on the monthly budget, had a boot or garage sale to free up some money but there is a place which most people don't look. Insurance...
Everybody Wants The Best Term Life Insurance Quote
The information you need about the best term life insurance quote is only a click away when you search for term life insurance online. You don't even have to know anything about the insurance industry to get the best term life insurance quote from...
Really Cheap Car Insurance
There are the usual tips for getting really cheap car insurance.
You may need to be reminded of these. Then there are the secrets
that you haven't heard about. You'll find a few of those here
too.
1. Shop around. Call several companies for...
The Best Kept Secret About Life Insurance
Do you love someone deeply enough to spend your hard earned dollars on a life insurance premium -- month after month? After all, the benefit from a life insurance policy isn't for you. It's for the ones you love, but after you've gone. Life...
Title Insurance - Examples of Problems and Advice
What is title insurance and why should any buyer get it when purchasing a home (single family, townhouse, condo, apartment, or whatever format your home purchase takes)? Doesn't the attorney or settlement company handling the closing see to it that...
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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.
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