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Bankers Long Term Care Insurance
How many times have you seen people whose life was turned upside down by an accident? When an accident occurs, you must be prepared to face it. Nobody knows when bad things can happen, so it�s good to count on a health care insurance policy. ...
Health Insurance for the Self-Employed - Protecting Your Business's Greatest Asset
Health Insurance for the Self-Employed - Protecting Your Business's Greatest Asset � 2002 Elena Fawkner "I've been considering quitting my full-time job and getting a part-time job that would pay the bills [so I can start a home business] ......
Homeowners� insurance: The mortgage connection
A home owners� insurance is the cover for the house against natural calamities as well as liability. This covers the house and its contents but also other personal possessions which the house secures. The natural calamities include fires and winds....
The Different Types of Life Insurance Explained
There are numerous companies existing today that offer life
insurance policies. Though the crux of the policy (to ensure a
safe and sound life of an individual's survivors as well as to
the individual) does not alter yet companies try to differ...
Useful Tips on Reducing Insurance Costs
Most people want lower insurance costs but are often too lazy to do anything about it. All it takes is a little time and effort and you could be looking at a reduced insurance premium. Here are some useful tips on reducing insurance costs: Shop...
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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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