Mike Farley discusses ensuring excellent customer service delivery in the digital world. He emphasizes that the customer is at the center of everything and that the most important drivers are speed and relationships. The document outlines everyday requirements for customer service like visibility, consistency, clarity, explanation, and communication. It also stresses giving customers a choice in communication methods and the importance of clear direction, managing expectations, and cost control for claims handlers and loss adjusters.

2. Mike Farley – Divisional Director, Woodgate and Clark
ENSURING EXCELLENT CUSTOMER SERVICE
DELIVERY IN THE DIGITAL WORLD
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3. “The customer is at the centre of everything we do”
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4. AI
E-portal
Digital
Blockchain
Apps
Driverless cars
Drones
THE LATEST CRAZE…
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5. The two most important drivers:
• Speed
• Relationships
SERVICE SATISFACTION
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6. EVERYDAY REQUIREMENTS
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7. Visibility
Consistency
Clarity
Explanation
Communication
EVERYDAY REQUIREMENTS
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8. Give the customer the choice
• Phone
• Text
• Portal
• Email
• Letter
COMMUNICATION
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9. Leader – Loss Adjuster or Claims Handler
Requires clear direction
Consideration of the bigger picture:
• BER – beyond economical repair
• Adequacy of the sums insured
• BI – business interruption
• Salvage
PROJECT MANAGEMENT
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10. Manage Expectations
Cost Control
Work in partnership
PROJECT MANAGEMENT
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11. Mike Farley – Divisional Director, Woodgate and Clark
THANKS!
ENSURING EXCELLENT CUSTOMER SERVICE
DELIVERY IN THE DIGITAL WORLD
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