Scottish Widows

Jack, Darren, Erin & Laura

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► Poor Customer Service

► Lack of Communication► With Customers► With Offices

► Deadlines not being met

The Main Issues

30 June 2015

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Solutions

30 June 2015

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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

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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

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Communication with other offices (Finance)

Finance► Design and implement new clear approach► Consistent standard account policies between countries

30 June 2015

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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

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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

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Questions?

30 June 2015