“Good morning, thank you for calling GA Insurance. My name is Nancy, how may I help you today?” I curiously respond to the caller as I pick my notebook and pen. His car insurance is almost due and he would like to have it renewed. I confirm his vehicle registration number as I log the details into the system to confirm the period and renewal premium. I assure him the renewal certificate will be forwarded to his email address within the next 10 minutes. ‘Thank you Mr. Kimeu for renewing your insurance cover with us, have a nice day.’ He calmly thanks me for attending to his request and hangs up.

I immediately proceed to process the renewal of the policy and send the e-certificate to the client’s email as promised. This takes me 7 minutes. I remember my manager’s words: “The quickest way to build trust is to keep the promises you make.” Our vision is to be the most trusted insurance company. As part of the great GA team, it is my responsibility to endeavor to win the trust of our clients, one at a time. How best can we do this than to always commit to our word?

Once I complete the request made by Mr. Kimeu, I proceed to check my emails for any new requests. In our Customer Service Charter, we pledge to respond to all emails within 24hrs or to inform the client if it is going to take any longer. There are 12 unread emails from different clients; 3 are internal requests while the rest are from our external customers. I quickly open and skim through each one of them as I note the ones that need urgent attention. This helps me organize and prioritize the most important and urgent tasks

My colleague Evans says a quick hello as he dashes to the reception to attend to a client who has just walked in. I look around and notice each of my colleagues taking up their roles and supporting one another in serving and responding to our clients’ queries. I slowly get engrossed in my computer screen as I attend to each task of the day and check them off my to-do list.

Each minute while seated at my desk reading and responding to the emails, picking my phone, and engaging with my colleagues, I get to understand what the customer wants and provide timely solutions to the needs presented. The clients submit different and diverse requests, some of which are easy to respond to while others need further consultation and guidance from my seniors whose doors are always open to us. This has over time become my way of learning and sharpening my skills as an underwriter.

How would I like to be treated whenever I have a need? This question always makes me put myself in our client’s shoes. By assuming their position I get a good perspective on how to humanly respond to the requests. “There is only one boss, the customer”, Sam Walton once said. “He can fire everybody from the chairman on down by simply spending his money elsewhere.” With this in mind, I ensure to patiently listen and communicate clearly in a concise language that is easily understood when interacting with our clients.

As the day progresses, I take regular short breaks to refresh my mind so that I remain alert and mindful. The breaks help improve my focus and concentration. I get back to my desk with boosted energy and well-motivated to serve our clients better. I get to minimize any errors and be more efficient. It is always good to get it right the first time. ‘If you don’t have the time to do it right, when will you have the time to do it over?”-John Wooden.

At the end of the day, I double-check through my to-do list to confirm all urgent requests have been completed. I highlight any pending tasks and ensure to prioritize them the next day. I shut down my computer and walk out of the office recounting the activities of the day and how well I served our clients. I pat myself on my back for a job well done and remind myself to do better in the areas I fell short.