Atlas Group management and staff recently attended a seminar on Delivering Customer Excellence at the Westin Dragonara Resort.

The seminar was facilitated by Mr Nick Kidd, Head of Household Insurance of AXA Insurance UK.

Mr Kidd, who has vast experience in the management of customer service centres in both commercial and personal insurance, spoke about the challenges facing service providers, mostly those of understanding what the customer wants, and how to deliver it systematically and consistently.

The greater challenge in providing quality customer care is that of moving from the rational to the irrational, or simply, how to satisfy the customer emotionally, explained Mr Kidd during his presentation.

The workshops then focused on identifying potential stumbling blocks in the delivery of quality service and how to overcome them. Another topic raised during the seminar was that of focusing on research and measuring performance.

“The Group’s investment in the aspect of Customer Care is a sign of our ongoing efforts to continuously seek ways of improving our personal service in line with the growth of our organisation. We recognize that constant monitoring of service levels, training of staff and most importantly listening to our customers is key to this,” said Mr Matthew von Brockdorff, Atlas Insurance PCC Limited Deputy Managing Director.

AXA Insurance is a shareholder of the Atlas Group, and the link is also maintained through Atlas Healthcare Insurance Agency Limited, agents for AXA PPP healthcare in the UK.