Service ... It's all about the experience!

On National Customer Service Week - Vicki Heslop talks service and how it's the little things that make the difference

Vicki Heslop"I'm sure you’ve all heard the saying “Success is a journey, not a destination” – well, we believe that customer experience is a journey too – a constantly changing one. Even after you've designed the best possible experience for your customers, their needs change and with it, their expectations of what good service means to them.  So delivering great service consistently and staying on top of customer’s needs is more crucial and challenging than ever!

But what makes a great customer experience?  You may be surprised to find that, as the supermarket says, “Every little helps” and when it comes to customer service, it’s the little things that turn good service into a great service – so how do we ensure one experience stands out from the next in order to create that great overall impression?

To begin with, ask yourself if you are really listening to your customers - in particular, listening to them on social media, where the smallest criticism on service can turn into a company’s worst nightmare; frighteningly 80% of people will tell approximately 13 people if they’ve had a bad experience, multiply that by the myriad of social platforms and the potential layers of friends and sub- friends and before you know it, your service secret is out!

Then, recognise that delivering first class customer service doesn’t have to be dramatic with grandiose gestures, but can just be about going the extra distance and making that one small gesture.  For many customers, a face to face interaction, a simple phone call, a personal acknowledgment can mean the difference between good service, and great service!

Think back to when you were really impressed with the service you received from someone at an organisation – it will have been a person that wowed you, it will have been a person that engaged with you and whether it was through humour, ability, professionalism or end result, your impression of the company is formed by your experience with that individual.  

Customers’ needs will change throughout the life of their relationship with you but one thing will remain constant, the need for an empathetic person to simply listen to them, understand them and demonstrate that human touch that shows them that no matter what, someone does care.

In case you didn’t know, today is the start of National Customer Service Week, a week dedicated to the importance of customer service and the individuals who provide and support customers on a daily basis. It celebrates people who turn ordinary acts into extraordinary experiences and that, in today’s age, is what we should all be aiming for."




Notes to Editors:

About Covéa Insurance

Covea Insurance plc is the UK underwriting business of leading French mutual insurance group Covéa, who are number 1 for property and liability insurance in France, generating over 16.3 billion Euros in premiums in 2017.  

Covéa Insurance looks after the insurance needs of over 1.5 million policyholders; delivering financial reassurance through its Standard & Poor’s A+ stable rating, as a guaranteed subsidiary of Covéa. 

The company offers motor, household, protection, pet, mid and high net worth insurance and a range of commercial insurance products, through a range of distribution channels. Employing over 1800 people, Covéa Insurance has a strong people and service ethos, having Investors In People Gold accreditation and is signatory to the HM Treasury Women In Finance Charter. It also has World Class service accreditation from the Institute of Customer Service for its Motor Claims, Home Claims and Underwriting Services teams as well as Chartered Insurer status for its Commercial and Mid/High Net Worth business.

In 2018, Covéa Insurance were recipients of the Personal Lines Insurer of the Year award at both the British Insurance Awards and the Insurance Times Awards and was the top rated insurer in the Insurance Times Broker Service Survey for both Personal and Commercial Lines.

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