Shirley's Story - Service with Respect Campaign

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

Shirley's Story

We've interviewed our front-line colleagues across our Insurance Services and Legal Services departments to hear their first-hand insight. 

Shirley works in the Glasgow office, part of Carpenters Scotland:

“I have worked for Carpenters for nearly four and a half years and in that time have loved the customer contact. Settling clients claims and making the claim experience straightforward and enjoyable for the customer is rewarding. I also love it when hard work is recognised and was delighted to win an award for my customer service at the company’s awards ceremony in Liverpool in February.

The past few months have been challenging as we all adapt to new ways of working. Our IT department and managers have been very helpful in getting us up and running to provide a remote service to clients.

It has been noticeable that customers have been more active in pushing their claims forward and wanting to see speedy resolution, which has not always been possible. They have certainly been more anxious and challenging than in more normal times which is entirely understandable given the circumstances of Covid and the economic situation with so many people losing their jobs.

As I’ve said, I confess to loving good feedback and recognition and so I was over-the-moon recently when I received six 5 star reviews and was sent flowers from the management for my efforts in customer service and their positive feedback.”