Best Friends, Better Service

In the ever-changing world of insurance, where each day brings new challenges, maintaining a high standard of customer service can be demanding. At Covéa Insurance, two colleagues have found that friendship not only makes their work more enjoyable but also enhances the service they provide.

Meet Kath, a household claims handler with 30 years of experience, and Eleanor, her colleague and close friend, who joined the company two and a half years ago. Together, they demonstrate how camaraderie in the workplace can lead to exceptional customer care.

A Dynamic Duo in Customer Service

Kath and Eleanor work side by side, handling claims that range from minor mishaps to major disasters. Kath’s experience has made her a pillar of the team, guiding Eleanor and others through the complexities of claims handling. The nature of their work is unpredictable, whether it’s dealing with a house fire or a lost set of dentures. Despite the challenges, they approach each day with a positive attitude, supported by the strong bond they've built over time.

Eleanor recalls her early days at Covéa, feeling a bit intimidated by Kath’s experience. "It was like sitting next to the big dog," she admits. However, Kath quickly became a mentor, teaching Eleanor everything she needed to know, helping her grow into a confident claims handler. The two have since become inseparable at work, even joking about the padlock between their desks that symbolises their friendship.

The Power of Friendship in the Workplace

The friendship between Kath and Eleanor is more than just a personal connection; it has a direct impact on their work. Handling difficult calls is a common occurrence in the contact centre, and having a friend to share those moments with can make all the difference.

The positivity they share not only lifts their spirits but also translates into better service for their customers. "When you’re in a chirpy mood because everyone else on the team is, it helps keep you motivated," Says Kath "I feel like the customer can feel that you’re smiling through the phone." This emotional connection is crucial in customer service, especially in an industry where customers often call under stressful circumstances.

Kath, despite her decades of experience, still finds herself occasionally shaken by difficult interactions. "Sometimes you do get a call and it literally knocks you for six," she says. But with Eleanor by her side, she knows she can quickly regain her confidence. Their mutual support not only strengthens their individual performances but also enhances the overall effectiveness of their team.

A Family Atmosphere

The environment at Covéa Insurance is described by both Kath and Eleanor as “like a family”. This sense of belonging and mutual care creates an environment where everyone can thrive. "There’s mum and dad, loud ones, and quiet ones," Kath adds, illustrating the diverse personalities that make up their close-knit team.

This family-like atmosphere plays a crucial role in their work. "With customer service, everybody you speak to has different expectations, different needs, and some customers are in vulnerable situations," Kath explains. The key to providing exceptional service lies in recognising these differences and adjusting their approach accordingly. The bond they share with their team members allows them to do this effectively, making each interaction with a customer as positive as possible.

Looking Towards the Future

As Kath approaches retirement in November after a fantastic 30 years of service, she reflects on the little things she looks forward to, like spending more time with her grandchildren. However, the prospect of leaving behind her work family is bittersweet. "I’ll miss them," she says, acknowledging the deep connections she’s made over the years.

Eleanor, too, will miss having Kath by her side every day. "We are like each other's comfort blankets," she says, emphasising the depth of their friendship. While they will continue to see each other outside of work, the daily interactions and shared experiences that have defined their professional relationship will be hard to replace.

Kath and Eleanor show the power of friendship in the workplace. Their bond not only makes their job more enjoyable but also contributes to the exceptional service they provide to their customers. When colleagues support each other, everyone benefits – especially the customers. Whether it’s lifting each other’s spirits after a tough call or bringing a smile to a customer’s face through the phone, Kath and Eleanor prove that friendship truly does fuel better service.