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AIG MEMSA Customer Service - Accelerating Towards Excellence
AIG MEMSA, Inc. held a four day Advanced Customer Service Group Management Training Program at the AIG Regional Training Center in Dubai, UAE which kicked off on July 11, 2007. The training program was organized and chaired by Walid Sidani (Regional Operations – Middle East, Mediterranean, and South Asia) and attended by ten Customer Service Managers from across the MEMSA Region.
The program covered key Customer Service Management themes that are at the core of AIG MEMSA’s drive to maintain exceptional standards in customer service;
- Measuring Key Service Performance Indicators
- Thriving for Continuous Quality Improvement
- Enhancing the Customer Experience thru Proper & Positive Customer Interactions
- Documenting Key Customer Fulfillment Processes
- Monitoring Compliance over established Processes and Service Level Agreements
- Sharing Best Practices and Lessons Learned.
According to Walid Sidani, “Customer Service Excellence is our key insurance deliverable, and this is the only way to guarantee that today’s policyholder will be tomorrow’s renewal customer. The level of professionalism, timeliness, and accuracy that we portray in every stage of the customer experience with AIG is our key differentiator”. A fundamental element of the training program was focused on indoctrinating managers with AIG’s Performance Management Program, the Six Sigma approach adopted across the firm.
John Hoover (AIU Global Business Operations), a veteran trainer on Organizational Performance Management, was the keynote presenter to the group and covered various important technical topics including AIG’s DMAIC (Define, Measure, Analyze, Improve, Control) methodology for organizational improvement.
John Hoover tells MEMSA INK “ The program was most impressive and more importantly actionable. The MEMSA team thoroughly planned a fully integrated program that resulted in both regional and country plan of actions to enhance an already impressive Customer Service focus. I was pleased to participate with such a talented and committed team”.
The training program will be an annual venue to ensure that the Customer Service Management Team will continue to accelerate towards excellence.
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Issue 10 | July 2007