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.