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Insurance Business | 15 May 2015, 11:42 a.m. Agree 0
Why is a NZ tech firm encouraging insurance companies to share their most explosive episodes in customer service?
  • Perception | 15 May 2015, 01:25 p.m. Agree 0
    Really? !!!
    We are in the people industry . We give service to people. How rude and arrogant of our industry to think that the public is going to appreciate being analysed by a computer.
    What ever happened to the term empathy and our belief in ourselves to be able to deal with other humans at some level
  • Tim | 20 May 2015, 02:07 p.m. Agree 0
    Anything that improves the script for call centre staff has to be a good thing. Unfortunately it's likely to come to a dead halt at the line "computer says no".
  • Andrew | 26 May 2015, 10:02 p.m. Agree 0
    The trigger for many instances of customer dissatisfaction is a mismatch between the policy promises they paid for and the behaviour of the insurer. Frustration will continue as long as the claimant is told one thing whilst another happens. Claims unresolved after years is bound to result in anger, it's understandable and justifiable.
  • Bob | 27 May 2015, 12:28 a.m. Agree 0
    Just refer customer calls to a foreign call centre then record there frustrations! Simple. Or perhaps pay up for what they are entitled = happy customer haha what a waist if money!
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