Katie K's Story - Service with Respect Campaign
20 October 2020
2 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
Katie K's Story
We've interviewed our front-line colleagues across our Insurance Services and Legal Services departments to hear their first-hand insight.
“I’ve really appreciated the friendly office environment during the last three or so years that I’ve worked for Carpenters, so the shift to working from home was very different. It was challenging at first, setting up the remote systems, but once the problems were resolved it has been fine, with regular and ongoing support from my manager when I have an issue.
In the early months people were fairly chilled, but they are now less patient. They tend to think that they need to settle their claims as soon as possible in case insurance companies start going bust, which shows the kind of mood people are in right now. With Covid cases rising, a lot more clients are reluctant to go ahead with further medical appointments for on-going injuries, which is clearly not good.
I do enjoy being thanked for my work in resolving claims and I try my best to provide great communication whether by email or on a call. It’s particularly nice to receive 5* reviews which shows I’m really helping some people”.