scottish widows (new)
TRANSCRIPT
Scottish Widows
Jack, Darren, Erin & Laura
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► Poor Customer Service
► Lack of Communication► With Customers► With Offices
► Deadlines not being met
The Main Issues
30 June 2015
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Solutions
30 June 2015
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Customer Service
Invest in more staff training► Ensure staff are fully trained to improve overall feedback► Introduce a clear guide that is consistent across all customer service
Implement an Instant chat service► Professional advisors to allow for quicker responses► Ensure customer feels they are always in good hands
30 June 2015
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Communication with Customers
► Be clear which product is better for the customer► Focus on improving the 5 step process
► Make the choice easier ► Highlight key information by reducing clutter
30 June 2015
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Communication with other offices (Finance)
Finance► Design and implement new clear approach► Consistent standard account policies between countries
30 June 2015
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Deadlines
Ensure Timekeeping is up to a high standard► Introduce new IT System to allow for easier communication and a better work environment
30 June 2015
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Summary
Poor Customer Service► More staff training► Online Chat service
Lack of Communication► Reduce Excess Information► Adopt standard account policies
Deadlines not being met► Improve IT System
30 June 2015
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Questions?
30 June 2015