Celebrating Customer Service, and Preparing for the Accelerated Client Experience

Helen Rennie

By Helen Rennie | October 3, 2017

We are passionate about customer service here at Penn Mutual. Because of that, we are also passionate about Customer Service Week. The theme this year is “Building Trust,” which is very important to us. This is a nationwide event, but we work hard to make it our own. It starts with a celebration of our associates across Penn Mutual who service our advisers and clients. Each service associate will be receiving a Penn Mutual jenga set as a token of our appreciation. Jenga is derived from kujenga, a Swahili word which means “to build” and reminds us of how we are “Building Trust” in every interaction we have with our advisers, our clients, and each other.

We also want to provide associates across the company with a better understanding of what we do. For example, we’re offering 15-minute time slots for call shadowing. Any Penn Mutual associate can sign up to come sit side-by-side with one of our phone reps while they handle a live call. We want to give a broader perspective on the variety of questions our front-line associates have to be ready to handle, and how no two callers are exactly alike. Our service teams are impressive in their ability to handle a variety of calls and in how they care about supporting our advisers and clients.

The Growing Importance of Customer Service in an Online World

The work we do in Adviser & Client Services and other areas of the company is taking on even more importance with the recent launch of Penn Mutual’s accelerated client experience.

Our teams of associates are essential to providing a seamless service experience from beginning to end. The accelerated client experience gives our service reps an opportunity to help our advisers earlier in the buying process. We are reimagining the Adviser and Client Experience and need to be ready for new interactions when and where our advisers and clients want. There’s more opportunity across the spectrum.

Although service expectations are changing daily, we do not want to lose the personalized touch. Our Adviser Value Commitment is still integral to how we operate and we need to stay focused on delivering a personalized service experience. We want to be there for our advisers to help insure more lives, and that means we need to be nimble in how we work. We want to build scale with the technology, while balancing the important need of human contact with our advisers and clients on the touch points that really matter. We want to have our service associates focused on those high-impact client interactions, be they adviser or policyholder.

In light of Customer Service Week, Penn Mutual takes it seriously — putting a lot of time, effort and thought into it. It’s not only an opportunity to thank those on the frontline, but also a way to ensure that everyone in the company, from top to bottom, understands the importance of customer service and building trust with our advisers and clients. I extend my thanks to all that you do every day to support our advisers and clients. You are the face of Penn Mutual!

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