David's Story - Service with Respect Campaign
19 October 2020
3 minute read.
Carpenters Group are proud to support the the 'Service with Respect' campaign in association with The Institute of Customer Service. Read more about it here
We've interviewed our front-line colleagues across our Insurance Services and Legal Services departments to hear their first-hand insight.
"Since joining Carpenters in March 2017, I’ve had great satisfaction from helping people who have suffered a serious or life-changing injury. I explain the process of how to make a claim, try to arrange support, rehabilitation, and often private treatment to help them to recover and advise them on the amount of compensation they should receive. It is often a long process because of the severity of the injury with long-term implications, so I usually develop a good bond with clients and their close family.
Personally, I have found the last few months fine and am getting used to the new norm. It involves less time visiting clients or in face-to-face meetings and more time in remote consultations whether by telephone or video conference. There has been more email traffic too.
I haven’t really noticed a significant change in customer / client attitudes towards me during the pandemic. I have tried to make sure I reply to emails and any messages in a timely manner to reassure my clients that I am still there at the end of an email or telephone if they need me.
I felt proud recently when a particular client expressed their gratitude at our high level of customer service. It was really nice to hear that he felt updated throughout the process and was reassured that we were fighting his corner all the way."