Insurance Customer Service Plan 2016

Here at Virgin Atlantic, we identify and meet customer needs through customer survey questionnaires/ comment cards and customer forums/focus groups.

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

In this assignment I am going to produce report which identifying the expectation of client for my chosen organisation which Tesco and I will link the expectation of client to the organisation and the method they use to provide the Services and meeting the needs and expectation of the customers.

We will continue to be the leader in the insurance industry and we will become a leader in the financial services arena. Our customers' needs, will determine our path. Our values will guide us”. It is in my belief that the vision of State Farm helps to drive change by how we interrelate with our consumers and how we interrelate with one another in support of our consumers. Every day we experience thousands of occasions to unite with consumers. In all of those collaborations, regardless of the approach of contact, we seek to provide constantly remarkable encounters. Our consumers express to us that they desire to be treated in an individualized, compassionate, and humble manner. That is essential to us, and it is the reason we embrace the performances that make us extraordinary. All State Farm employees have a concern in joining collectively to create extraordinary encounters for our consumers. It is an exhibition of our goal, vision, and

IDENTIFIED AND EXAMINED THE NEEDS AND EXPECTATIONS OF CUSTOMERS, COLLEAGUES, STAKEHOLDERS AND RELEVANT OTHERS IN THE WORKPLACE.

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

The client experiences cannot be completely monitored and analysed. Our company follows the following steps to ensure that quality of our client services are effective.

In order to decide the jobs/positions/people needed or no longer needed, GEICO determines the types of talent needed and their composition of the organization’s current workforce by first determining entry level positions needed based on projected call volumes. Coaching/supervisor staff is then determined based on the number of phone associates needed. GEICO has a specialized department within the organization known as the Competitive Advantage Leadership Group or CALG. This department will review processes, procedures and job codes to ensure that the organization is operating cost effectively and with high efficiency. This group operates based on the Lean Six Sigma

We need to provide excellent customer satisfaction to ensure that the customer is happy and that we can get recommendations from the work we have done. We want to continue to build up our reliable customer base from which we know approximately 60% is purely from recommendations so customer satisfaction is crucial to move forward the business.

What 3 pieces of information should try to find out from your existing customers whilst researching their needs?

6.1 How does your retailer currently manage customer expectations? Describe in details at least 2 examples of messages it focuses on and their delivery

Customer feedback – obtaining customer feedback is essential to the company. Without keeping up to date with our customers, we cant be sure that we are meeting their expectations. We will send out surveys via emails and post. Also we will send out regular brochures updating our customers of any changes that may benefit/effect them. We will also call our major customer's regularly to see if there is anywhere we need to improve.

business purpose. All-in-all their promise is to have the best quality in customer service with a

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

4. Get feedback from customers, suppliers and other key business partners; consider using interviews or surveys in areas such as customer satisfaction.