Atlas Group management and staff recently attended a seminar “Delivering Customer Excellence” at the Westin Dragonara Resort. Nick Kidd, Head of Household Insurance of AXA Insurance UK, facilitated the seminar.

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, Mr Kidd explained during his presentation.

The workshops then focused on identifying potential obstacles 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.

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