Written by: jwturnbull 20/05/2009 2:17 PM
For some time now I have been personally pleased with AAMI's service. After (only a couple) of claims and many phone calls, I have been pleasantly surprised that a financial services company can answer the phone with a human being(!) and provide good service overall. When I've mentioned this to others, their experiences seem to have been the same. At a recent customer management forum, an employee of AAMI explained that they are so serious about customer service that new employees must undergo several weeks of training before being allowed to talk to customers. AAMI have also benchmarked their customer management practices using the CMAT tool - a good sign of their priorities. The icing of the cake came out in a recent management workshop that I was running in a major Australian university. I mentioned my good experiences with AAMI and asked the audience "is anyone here a customer of theirs, and what is your personal experience?". Now, at this point I realised I had gone out on a limb! One lady put up her hand. "Yes?" I say, nervously. "Well'", says the lady "in fact, I recently switched" (oh no! I'm thinking)... "to AAMI" she says "and they have been great!". Whew!
For some time now I have been personally pleased with AAMI's service. After (only a couple) of claims and many phone calls, I have been pleasantly surprised that a financial services company can answer the phone with a human being(!) and provide good service overall. When I've mentioned this to others, their experiences seem to have been the same.
At a recent customer management forum, an employee of AAMI explained that they are so serious about customer service that new employees must undergo several weeks of training before being allowed to talk to customers. AAMI have also benchmarked their customer management practices using the CMAT tool - a good sign of their priorities.
The icing of the cake came out in a recent management workshop that I was running in a major Australian university. I mentioned my good experiences with AAMI and asked the audience "is anyone here a customer of theirs, and what is your personal experience?". Now, at this point I realised I had gone out on a limb! One lady put up her hand. "Yes?" I say, nervously. "Well'", says the lady "in fact, I recently switched" (oh no! I'm thinking)... "to AAMI" she says "and they have been great!".
Whew!
0 comments so far...
Customer Insight Value Loyalty Profitability
Web site by ENO Technologies