Customer Service Excellence

Customer Service Excellence

Islands Insurance recognized for Customer Service Excellence

Islands has been recognized for its commitment to quality customer service by achieving the Customer Service Excellence ® standard.

It is one of only three businesses in the Channel Islands to achieve this prestigious award, which requires organisations to demonstrate an ongoing commitment to service delivery by placing the customer at the heart of everything they do.

In order to meet the requirements for Customer Service Excellence, Islands was assessed on a range of criteria, with a particular focus on those areas which research has indicated are a priority for customers, such as the timeliness and quality of service, the accessibility and accuracy of information, and the attitude and professionalism of its staff.

There is also an emphasis on developing customer insight, understanding the user’s experience, and robust measurement of service satisfaction.

Jackie Barette of People Performance Consulting, the Channel Islands delivery partner for Customer Service Excellence, said it provided a practical quality assurance framework for driving forward customer-focused change and was designed to operate on three levels: as a driver of continuous improvement; as a skills development tool for the organisation; and as an independent validation of achievement.

“The focus is very much on the customer journey, but companies are assessed across all aspects of their operation, from the training they provide, and the policies and procedures they adhere to, to the controls they have in place and the way they manage risk. In a way, it’s a bit like a Michelin-star system for businesses, as they have to demonstrate high standards of customer service and are subject to continual assessment,” she added.

Islands director Shirley Lester, who headed up the in-house team responsible for implementing the requirements of Customer Service Excellence, said the company prided itself both on the accessibility of its people and the quality of its products and services, but was always looking at ways to improve.

“Naturally, we’re delighted to be the first insurance business in the Channel Islands to meet the Customer Service Excellence standard, and it’s a tribute to the calibre, commitment and professionalism of our staff that we have achieved this accolade,” said Mrs Lester.

“Undertaking the process has proved challenging, but has allowed us to look afresh at how we operate from the perspective of the customer and has equipped us with additional tools and techniques to help us to deliver continued excellence.”

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