Customer service is continuously evolving, as customers expect more than just the service. It is their right to receive excellent service, as that is what they have paid for. And now, we have Customer Experience so that we can always target to wow the clients and actually exceed their expectations. Satisfied clients earn us extra coins as they will not only be loyal to GA by continuously renewing their policies with us, but will go the extra mile of recommending GA to their friends.

Customer inclusion is the next big thing and it goes even a step further by considering the customer as part of the GA team. As we refer to GA as the Great team, one of the team members should be the customer. Once we consider the customer as a member of our team, then it means that we must consider them in everything that we do and even go the extra mile of consulting them when necessary. We all know the fruits of great teamwork and team synergies, therefore you can now imagine the fruits of that, coupled with the customer in the picture. With consideration to the customer as part of the team, we will see GA offer exceptional customer experience across the board from the onboarding, servicing, and also at the claiming stage.

From where I sit, I try as much as possible to have the partnering agents as team players instead of viewing them as partners. This is achieved by developing a personal relationship with them and sharing beyond the scope of work. What this then means is that they will be free to approach me on their requests and any shortcomings we have as GA and they will go ahead and point out the same in a friendly manner for correction. This is highly enhanced by also having functions outside the office space such as Korogas where the team can mingle, cook and share good food; dinner outings, team building, and camping activities. In these spaces, you’re able to interact with the agency’s staff on a personal level and strengthen the relationship and loyalty bond.

I also enhance customer inclusion by always being there for my clients at their time of need, picking their calls and sorting them out on any service they may be seeking from GA, and always ensuring that they find confidence in me by knowing that if they’re to pick their phone and ring me, then rest assured whatever they’re seeking will be resolved.

It always pays to create loyalty with your clients, as they will stick with you in good and bad times!