Accept responsibility/ownership of issues/calls if you receive a call and the Account manager is unavailable.
To be as helpful as I can. Not to over promise and try to deliver on what you have promised to do.
I have tried to apply the above pledges in my everyday roles, whether it be via incoming call or covering a colleagues email.
One of the areas I suggested was to focus on reducing paperwork in our day to day tasks and when attending client meetings.
My method to reduce paperwork include taking a laptop to client meetings so that all spreadsheets and documents are on the laptop. This looks professional and I have access to more detailed information should it be required to answer any customer queries.
On a day to day approach I only print essential customer documents or customer emails.
‘To create a declaration guide for clients and brokers’.
I am working with Divya in commercial underwriting to review the existing guidelines.
We want to make the guidelines easier to understand for our customers.
The next step will be to look at how we make declarations online.
To look at digital improvements to improve speed and efficiency from a customer’s perspective (internal customers MMCD).
To consider reducing administrative tasks.
To be clear and concise with
customers, minimising their level of effort and make it easier for them to
locate documents.
I am undertaking a review of the document library to make it more reliable and accessible for the ACMA. By providing quicker and more efficient access to the Intranet functionality will make it easier for my customers (internal) to locate the relevant documents as they are clearly indexed will help them help their customers.
The current process is time consuming and by creating a more secure platform this will reduce some of the manual administrative tasks, allowing me to concentrate on providing more added value services to my commercial colleagues.
‘Learning more about EH and the role of PA’.
I am new to EH (it was only my 3rd day in the company!) so it was important for me to learn about the company but also understand the customers perspective and their journey.
This has helped me do my job better and show empathy to customers, to make it easier for them when dealing with us.
Make sure that I react quickly to phone calls and emails.
I have completed the
‘Working Smarter’ course and I now use Outlook functions to organise my emails
so I can manage my workload more effectively, which allows me to respond to
requests in a timely manner.
Put myself in the customers shoes when I receive a request.
I have since made
sure that I consider the customers’ requests fully before I reply. Not only to
improve the service to the customer but also to save myself time by not having
to respond to further queries.
My main pledge was to “emphasise our weekly pro-active alerts “ to clients.
I’ve done this successfully and as per the attached feedback.
This client coincidently confirmed renewal today for a new two year deal.
Hi Matthew
Thank you very much for the information I hadn’t seen it as yet,
we will re-apply – great service.
Kind regards
Penny Moulton | Export
Credit Control
Prestigious Textiles
Knowledgeable about EH products and services.
As a desk-based analyst I spend most of my time contacting buyers but on
occasions I also meet our customers.
I realised it was a good opportunity
to introduce Euler Hermes to our buyers, briefly explain our services and relate
it to their business, as potentially they could be a customer of ours in the
future.
The more knowledge I gained about the products and services we provide, the easier it was for me to tailor the discussions relating to their business. By showing a keen interest in the buyer (potential prospect), this has helped me to portray a positive perception of Euler Hermes.
Prioritise Grading Request & IQ’s – Credit Limit Requests.
I receive many
grading requests and IQ’s on buyers where there is a pending credit limit
request. I ensure I prioritise these requests so we can provide a quicker
decision to the customer.
Since I implemented the two into my normal working day, I have managed to secure quite a large risk referral and received a much better response from buyers when obtaining financial information.
The customer experience day was very effective. Highly recommended. Thanks!
I recognize, from the Customer Experience Day, that “time” is of the essence for our Customers, especially when it comes to credit decisions.
What I can do to support quicker underwriting process is to prioritise requests for information (grading, contact with buyers) to allow our underwriters to a provide a decision and (in terms of time) more quickly to our customer.
I would hope that providing clear and justified rationale for grading decisions is also helping to protect our customers’ businesses.
“Handle calls & queries during the first instance instead of going away to find
the answer”
Since joining the SME team in June I have been on an active
learning curve as a new account manager. I now feel that I answer a lot more
queries first time around which is obviously more beneficial for our clients
“Learning more from collections to help the customer with collections
queries”
I do now try to be actively involved where there are collection
cases/queries between the client and the collections team. Staying involved in
the case helps me to learn more from a collections point of view.
“Appreciate that the Customerline do more than we give them credit for. Brokers
and customers should learn to trust them more!”
I do actively tell brokers
and customers now that if I’m unavailable then they should trust that the
Customerline will be able to help them with their query and/or will make sure
the message gets back to me. We also recently had ticketing training. Using
ticketing in a more efficient way will reduce delays for the customer when they
get through to the Customerline and will also make the whole communication
process between the customer and ourselves more transparent.
Remind myself of the impact my decisions have on the end customer.
React
quicker to ensure the end customer receives the service they need.
In relation to the risk analyst’s role, we don’t have much in the way of direct interaction with clients, however our speed in decision-making can impact on our response to credit limit requests or on our commercial colleagues’ ability to secure new deals and renewals.
Following on from the customer experience day, I try to remind myself on a daily basis that the speed of my decisions can impact positively on the customer’s experience.
