RSA raises the bar on customer service with Gargash Insurance Brokers

WWTC as the name represents is an engagement tool that empowers employees to enhance customer experience through day-to-day process improvements. Since its introduction in 2007, the RSA UAE operations has conducted over 20 such workshops engaging their customer facing employees and moving decision making to the frontline level as far as possible.

Engaging Gargash Insurance Brokers, an external partner for the first time, this WWTC workshop was aimed to review various customer touch points. Utilising a variety of interactive methods, the workshop taught its participants what it takes to win with their customers. More than 10 employees from RSA and Gargash came together to help identify essential process improvements that can further boost the levels of customer service.

Karl Gray, Head of Personal Lines - Middle East for RSA said,

"We have been using Winning With The Customer for the past 2 years within the UAE business and have successfully used this initiative to improve how we operate and deliver brilliant service to our customers. As a result, we decided to use WWTC to benefit the employees and customers of our largest business partner, Gargash Insurance Brokers. The session was undertaken by one of our most experienced facilitator and proved to be an amazing success! The group quickly identified a number of issues and developed a corresponding action plan. The combined effect of improvements in both our businesses will make a dramatic difference to the service provided to the end customer."

"We are proud to be associated with RSA Insurance. Such an initiative will help us provide the best service to our customers and passionately work towards achieving customer delight by providing customer care and protection. We believe in delivering excellence. Our philosophy is that excellent customer service can be achieved only by a qualified, trained and highly motivated team. Initiatives such as WWTC will go a long way in achieving our objectives," said Mr. Rajendran, Director of Gargash Insurance Services, the only Chartered Insurance Brokers approved by CII, London in this region.

Winner of the Middle East Insurer of the Year award for three consecutive years, RSA aims to strengthen its position as a preferred insurer among both individual and commercial customers.