Delivering customer excellence

Atlas Group management and staff recently attended a seminar on 'Delivering customer excellence' at the Westin Dragonara Resort, St Julian's. The seminar was facilitated by head of householdinsurance of AXA Insurance in the UK, Nick Kidd.

Mr Kidd, who has a vast experience in the management of customer service centres in both commercial and personal insurance, spoke about the challenges facing service providers, mostly those of understanding what the customer wants and how to deliver it systematically and consistently.

The greater challenge in providing quality customer care is that of moving from the rational to the irrational, or simply to satisfy the customer emotionally, Mr Kidd explained during the presentation.

Workshops focused on identifying potential stumbling blocks in the delivery of quality service and on how to overcome them. Another topic raised during the seminar was that of focusing on research and measuring performance.

"The group's investment in customer care is a sign of our ongoing efforts to continuously seek ways of improving our personal service in line with the growth of our organisation. We recognise that constant monitoring of service levels, training of staff and, most importantly, listening to our customers is key to this," said Matthew von Brockdorff, Atlas Insurance PCC Ltd's deputy managing director.

AXA Insurance is a shareholder of Atlas Group, and the link is also maintained through Atlas Healthcare Insurance Agency Ltd, agents for AXA PPP healthcare in the UK.