Customer Service
The following outlines some of the key activities found within a claims management environment which enable the consistent delivery of outstanding customer service and satisfaction.
- Easy access – first time, to the right person handling the claim and can make a decision for the customer.
- Empathetic and caring “can-do” attitude consistently displayed by the claims handler to resolve any queries or issues.
- Claims management staff are passionate about providing great customer service.
- Knowledgeable staff who can talk in detail about the subject or have quick access to other decision makers ensuring any queries are resolved immediately or within agreed timescales with the customer.
- People deliver on their promises e.g., phone a customer back when they have agreed to do so.
- Manages the customer’s expectations realistically throughout the life of the claim by clear communication which is easily understood and explains what will happen, when & by who.
- Check understanding of any decisions or agreements reached with the customer at the time of the discussion.
- Agree with the customer the preferred method of communication at the outset e.g., phone call, e mail, text message, on line tracking.
- An efficient process needs to be in place which ensures both customer and client expectations are met.
- The ongoing development of service delivery, processes and people underpinned by the desire to continually improve.
- Efficient use of technology e.g on line access to Claims File for Customer.
- File Ownership – 1 single point of contact {person} for the Customer to ring throughout the life of the claim and regardless of who maybe involved at the time i.e a Specialist Supplier in order to discuss any concerns or issues.
- TCF (Treating Customers Fairly) underpins the way we work.
For further information on TCF, please click the link below:
