Restoring Trust in Insurance by Improving Customer Service

At a time when the public image of insurance has never been in a more intensive spotlight, this webinar looks at the joint issues of customer service and trust – inextricably linked and vital to the future prosperity of the insurance sector.

Poor service is guaranteed to alienate customers at the best of times and recent events in the insurance world have led many to question the fundamental trust between insurers and their customers.

We will examine how customer service can be improved by both businesses and individuals, and look at the vital role service has to play in restoring the trust that is so important to all business relationships.

With almost 50 years of insurance experience to draw on, Bernard Thornton looks at how businesses and individuals can distinguish themselves from the standard perceptions, using time-honoured principles of customer service and applying them to the modern-day technical world of insurance.

Case studies and examples are included to bring the principles to life.

Learning Objectives

At the end of this presentation, the delegate will:-

• Have a better understanding of the principles of customer service
• Be able to transfer these principles into real life events
• Understand better the mindset of customers and what really matters to them
• Look at recent major events and how they have affected trust
• Take away specific action points for use in the working environment

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