LV= promotes best practice for National Customer Service Week
LV=, the mutual insurance, investment and retirement group, is running a series of training and activities to promote and reward excellence in customer service as part of National Customer Service Week.
LV= is dedicated to delivering the best possible customer service all year round and will be using National Customer Service Week as an extra opportunity to highlight the value that customer service plays within organisations.
In addition to highlighting and rewarding those staff who have demonstrated customer service excellence, the group will be running a series of initiatives during the week such as problem solving training and ’back to the floor’ sessions for senior management.
Two staff award schemes have been set up to celebrate the week. The LOVE awards are for employees who demonstrate Living Our Values Everyday (LOVE) and the Unsung Heroes awards are for staff to nominate colleagues who have gone the extra mile to improve an internal process or system.
In the general insurance business, each site has initiatives promoting great customer service throughout the week including managers’ mystery shopping and awarding prizes for great examples of customer service, quizzes themed around customer service, dress down and dress up days, job swaps and awards for the friendliest members of the customer service team.
Initiatives being rolled out specifically in LV=’s Bournemouth office include a dress like a rock star day, a ’Know your Claims’ team quiz and retention spot prizes.
LV= handles more than 18,000 customer calls a day and has won numerous awards for its customer service, including the 2010 Moneywise award for best customer service in car insurance. The LV= general insurance call centre also won call centre of the year* in the 2009 National Customer Service Awards and is short-listed again for the same award this year.
Peter Horton, operations director of LV= general insurance, said: "Our customers and members are at the heart of our organisation and delivering excellence in customer service day-in and day-out is part of what our brand is about.
We welcome the opportunity to join the thousands of other companies in celebrating National Customer Service Week. The week is about recognising those who deliver the best customer service and, equally importantly, helping our people across LV= to understand and appreciate the role everyone plays in ensuring our customers get the service they deserve all year round"
Notes to editors:
* Over 100 seats
About National Customer Service Week
National Customer Service Week is designed to raise awareness of customer service and the vital role it plays within an organisation. It is also an opportunity to say a big thank you to those who work in customer service for a job well done. National Customer Service Week is organised and promoted by the Institute of Customer Service.
LV= and LV= Liverpool Victoria are trademarks of Liverpool Victoria Friendly Society Limited (LVFS) and LV= and LV= Liverpool Victoria are trading styles of the LVFS group of companies.
LV= offer a range of insurance products including house insurance, car insurance , life insurance, pet insurance and over 50 life insurance.
LV= employs more than 4000 people, serves around 3.8 million members and customers, and manages around £9.5 billion on their behalf. We are also the UK’s largest friendly society (Association of Friendly Societies Yearbook 2008/2009, total net assets) and a leading mutual financial services provider.
LVFS is authorised and regulated by the Financial Services Authority and entered on the Financial Services Authority Register No. 110035. LVFS is a member of the ABI, AMI, AFS and ILAG. Registered address: County Gates, Bournemouth BH1 2NF.
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