1 CUSTOMER CHARTER. ENTERPRISE LIFE.

2 BACKGROUND We provide all who come into contact with us their desired advantage, because we are the best at what we do – Our Mission To create a customer centric environment to be strategically relevant to our customers – One of our key strategic objectives The Customer Charter was introduced to reinforce our customer centric strategy and help us achieve our vision. Embedding the Customer Charter is the only way we can have a truly differentiated strategy.

3 CUSTOMER CHARTER - IMPORTANCEA framework for defining our overall service delivery standards It defines how we will work with our customers and what they should expect from us It gives customers a clear and unambiguous statement of the level of service they can expect from us It ensures we are consistently delivering the standards that our customers expect all the time It provides a framework that allows us to measure and improve the quality of service we render to our customers

4 THE 5 BUSINESS AREAS Our Customer Charter will be delivered through 5 key areas of our business operations and 4 levels of service The 5 key areas are Business environment, Technology application, People development, Innovative business processes and effective feedback systems The 4 levels of service are the frontline, support services, field services and Management

5 BUSINESS ENVIRONMENT Ensure a standard protocol is in place for the following: Convenient customer centres (upgrade of the customer service areas in branches and agency offices) Appearance of frontline staff (enforce the approved dress code and develop a frontline code of Ethics) Standardized processes across branches/agencies/sales offices Implement the Floor Manager concept

6 TECHNOLOGY APPLICATIONThe use of technology to provide quality service delivery How can we use technology to improve service delivery to our customers? QMATIC USSD Web chat/ Online transactions/Social media Etc…….. Claims software, IT portal, Prem admin portal

7 PEOPLE DEVELOPMENT Developing human capacity to embed the charter.Training all staff on technical and soft issues that impact on service delivery Different training levels and formats – morning huddles, branch meetings, internally and externally-facilitated trainings

8 INNOVATIVE BUSINESS PROCESSReviewing our internal business processes to align with our objective of superior service delivery Continuously improving the way we work by regularly soliciting ideas from staff on process improvements (Magic Ideas Contest) Quarterly market/competitor intelligence to migrate or improve on best practices Develop approved TATs for transactions and ensure adherence

9 EFFECTIVE FEEDBACK SYSTEMSPut in place systems that ensure the voice of the customer is heard Examples are: Complaints Management & Escalation System Feedback forms What other feedback systems can we employ?

10 FOUR LEVELS OF SERVICE Front line Service – Customer service officers in all our frontline offices Support Service – Premium Administration, New Business, IT, Accounts and other back office services Field Service – Field officers (sales reps, Sales Managers, broker reps) driving quality offsite delivery Management Role – Senior Managers ensuring a smooth journey by eliminating roadblocks, enforcing policies and supporting training programs

11 LISTENING TO THE VOICE OF OUR CUSTOMERSVoice Of Customer Our Promise The officer was rude to me The officer did not offer the required attention The gentleman promised to call back but didn’t I didn’t receive any prompts on when deductions will start COURTESY & RESPECT This is my third time here yet my issue is still pending Deductions still going through, though I’ve cancelled policy Why should I call so many times on one issue? FIRST CONTACT RESOLUTION I’ve been waiting to be served for the past 45 minutes I requested for encashment 2 weeks ago but still not done My complaint has still not been resolved; 2 weeks now. ON-TIME SERVICE DELIVERY I don’t receive any statements Service in other branches is not as good as in Head Office What the sales person told me is different from what I’m hearing now QUALITY STANDARDS Here, we will have ‘What our customers say’ (from research conducted) on the left side, and ‘What we will do’ (our promise) on the right

12 OUR PROMISE

13 HOW WILL WE MEASURE PROGRESS?NET PROMOTER SCORE (NPS) MYSTERY SHOPPING CUSTOMER SATISFACTION SURVEYS FEEDBACK FORMS COMPLAINTS STATISTICS Here, we will have the four promises and our expected customer feedback when we have delivered on our promise.

14 DELIVERING THE CUSTOMER CHARTER MEANS…Increased customer loyalty Increased policy conservation and policies per customer Increased referrals from customers Stronger premium incomes

15 SERVICE BEHAVIOURS

16 ENTERPRISE LIFE CORE VALUESFriendliness: Be welcoming and approachable, Pay attention when dealing with people, Provide service with a smile, Understand and respect diversity Professionalism: Be knowledgeable in your field of business and industry, Have excellent product knowledge; Demonstrate good business etiquette and personal grooming; Communicate appropriately and have a positive attitude to work Reliability: Go beyond the call of duty; Be consistent and deliver on the brand promise; Provide optimal level solutions at all times; Leave a lasting impression on stakeholders Excellence: Migrate and incorporate best practices, Seek new ways of doing things, through continuous learning, Support others to achieve and excel Base your decisions on sound principles Trust: Lead by example, Deliver on your promise, Demonstrate loyalty and support, Exhibit high moral & ethical standards at all times

17 COURTESY AND RESPECT We will pick the telephone after the first ring and never allow the telephone to ring more than twice We will introduce our self every time we engage a customer (on phone or face to face) We will remember to smile at all times Our posture and body language should portray respect, empathy and honesty to the customer We will always give the customer the assurance of our support in resolving their queries We will engage customers with a sense of urgency We will be the last to say thank you after completion of interactions

18 FIRST CONTACT RESOLUTIONWe will not promise the customer any offers if we are not in the position to do so We will transfer the customer to the right employee and let the customer understand the need to do that We will explain briefly to the customer what their query process entails in order to manage customer expectations We will assist the customer adequately through the query process We will complete and resolve customer request within the agreed timelines We will meet customer expectation by giving feedback and solicit feedback from customer

19 ON-TIME SERVICE DELIVERYWe will follow up on outstanding issues to resolve them within the given time frame We will escalate issues if we are not able to resolve them at the lower level We will give customer information if issues are not resolved at the agreed date and give reasons why We will ensure that the query is resolved by the timelines given to customer

20 QUALITY STANDARDS We will give full disclosure and accurate information to customers at all times We will ensure any transaction with a customer(from closing a sales to benefit payment) is carried out per agreed standards Our appearance should portray professionalism and smart attitude Supervisors should ensure adequate training of staff members on customer charter and needed technical skills

21 ENTERPRISE LIFE SERVICE BEHAVIOURSI am a Service Professional……. Core Values/Charter Promise Service Behaviours Friendliness I am welcoming and approachable and I provide service with a smile. I pay attention when dealing with people. I understand and respect diversity Professionalism I demonstrate good business etiquette and personal grooming. I am knowledgeable in my field of business and industry. I have excellent product knowledge. I communicate appropriately and have a positive attitude to work Reliability I take ownership and I go the extra mile for all customers. I am consistent and deliver on the brand promise; I provide optimal level solutions at all times. I leave a lasting impression on customers and stakeholders. When it’s in my hands, it is done. Excellence I continuously improve myself to give my best to customers. I migrate and incorporate best practices. I seek new ways of doing things, through continuous learning. I support others to achieve and excel. I base my decisions on sound principles Trust I lead by example and deliver on my promise. I demonstrate loyalty and support. I exhibit high moral & ethical standards at all times Courtesy and Respect I treat all customers fairly, courteously and respectfully. I ensure accurate, prompt and effective completion of client transactions. I engage all customers with a sense of urgency First Contact Resolution I resolve customer queries at the first contact. I follow through on customer requests and give feedback appropriately. I explain to the customer what their query process entails in order to manage customer expectation On-time Service Delivery I ensure customer queries are resolved within the agreed times. I escalate issues if I’m not able to resolve them at my level. I follow up on outstanding issues to resolve them within the given time frame. I give customer information if issues are not resolved at the agreed date and give reasons why Quality Standards I give full disclosure and accurate information to customers at all times. I ensure any transaction with a customer (from closing a sale to benefit payment) is carried out per the agreed standards. I deliver exceptional service at all times

22 CUSTOMER SERVICE PROCESS MODE OF CUSTOMER SERVICE DELIVERYTATs FOR REQUESTS CUSTOMER SERVICE PROCESS MODE OF CUSTOMER SERVICE DELIVERY WALK-IN TELEPHONE CALLS LIVE CHAT FACEBOOK AMENDMENT/CORRECTION Real time - 24 hours 24hours CANCELLATION RECONCILIATION 48 hours BENEFIT PROCESSING Refunds Encashment /Part Encashment CBON benefits 3 working days ENQUIRY General enquiries Product information Policy document requests REINSTATEMENT CLAIMS 5 working days

23 TATs FOR REQUESTS- OUTBRANCHESCUSTOMER SERVICE PROCESS MODE OF CUSTOMER SERVICE DELIVERY WALK-IN TELEPHONE CALLS AMENDMENT/CORRECTION 24 hours - CANCELLATION RECONCILIATION 3 working days **TAT for Sales Offices: 5 working days (requests would have to be forwarded to a branch to be handled) BENEFIT PROCESSING Refunds Encashment /Part Encashment CBON benefits 5 working days ENQUIRY General enquiries Product information Policy document requests Real time REINSTATEMENT CLAIMS

24 FINAL WORDS Embedding the Customer Charter and customer centrism is the only way we can make customer service legendary and have a truly differentiated strategy. Yes we can!!

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