The principles of great customer service
Cerys White is a people person. For several years, she worked as a waitress, which brought her into contact with many customers every day, as she played a key role in ensuring they had a positive experience.
Today she is an apprentice in Crawford’s Major & Complex Loss (MCL) team, working out of the Birmingham office. While insurance and hospitality have marked differences, the principles of great customer service apply equally.
Describing why the apprenticeship appealed to her, Cerys says: “I wanted a job where I could help others and interact with a range of people.” Her hope for the future is to continue on that path and to work in customer services with Crawford.
Cerys started with Crawford in April this year. The most valuable part of the experience has been meeting and learning from new people, she says, while gaining a new appreciation for the industry. “I have learned a lot about the insurance industry and how it affects different parties, which has allowed me to understand the process from a different angle.”
Working in an office where the focus is on continuous improvement, she is already seeing opportunities to make the claims-management process work better.
Cerys is taking the opportunity to learn more about the job by studying for qualifications with the Chartered Institute of Loss Adjusters and is keen to do more. In addition, she has learned from the colleagues around her.
“I have received excellent support within the organisation from Kerry Baldock, Debbie Little, Gurbi Sian and others, as well as the MCL assistant adjusters, who have shown me how to do important parts of the claims process. Everyone I have met in the organisation has been very helpful and happy to answer any questions I have.”
She recommends the apprenticeship to others and advises that to get the most out of it, participants should “be willing to ask questions and willing to work hard on all parts of the claims process”.