'The core of all we do'

THIS WEEK'S TOPIC: Where does "customer experience" rank among your organisation's priorities? How do you respond to major instances of customer dissatisfaction?

Karl Hamann Chief Executive Officer QBE Insurance (Singapore) Pte Ltd

IT'S the top priority. As insurers, one of the interactions where we can make the biggest difference in customer experience is when someone makes a claim after a loss. If we can create a more positive experience then, we take some of the stress out of usually a difficult situation. Something I regularly remind my team to do is consider how they would want to be treated if they were the customer. And while customer dissatisfaction isn't frequent, it typically comes when a customer's expectations don't align with what we can realistically deliver. When that happens, we work with customers to try to achieve the best possible outcome for them and us.