Scottish Widows (NEW)
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This document outlines issues and proposed solutions for Scottish Widows. The main issues are poor customer service, lack of communication with customers and offices, and deadlines not being met. Solutions proposed include more staff training, implementing an online chat service, reducing excess information provided to customers, adopting standard account policies across offices, and improving their IT system to help meet deadlines.
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Scottish Widows (NEW)
- 1. Scottish Widows Jack, Darren, Erin & Laura
- 2. Page 2 ► Poor Customer Service ► Lack of Communication ► With Customers ► With Offices ► Deadlines not being met The Main Issues 30 June 2015 Scottish Widows
- 3. Page 3 Solutions 30 June 2015 Scottish Widows
- 4. Page 4 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 Scottish Widows
- 5. Page 5 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 Scottish Widows
- 6. Page 6 Communication with other offices (Finance) Finance ► Design and implement new clear approach ► Consistent standard account policies between countries 30 June 2015 Scottish Widows
- 7. Page 7 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 Scottish Widows
- 8. Page 8 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 Scottish Widows
- 9. Page 9 Questions? 30 June 2015 Scottish Widows
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