I am always fascinated by the quote by the late Steve Jobs, the American innovative tech icon and founder of the Apple brands, on creating satisfaction while serving others. He said; “Your work is going to ll a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do.” This sentiment encapsulates the way
I see my job as the Head of Customer Service at Leadway Assurance.
The personal satisfaction from making our customers happy has been the success factor in building my customer service delivery career. I am a people’s person, drawn by the following exciting human behavioural patterns: Ready-to-Help – It is exciting to be the first point of contact for a person seeking service or help in the organisation. The satisfaction of seeing an immediate transformation from a worried face to a lit-up smile is a massive part of my customer service career. Irrespective of the how the customer gets in touch with the organisation, be it via the telephone, in person or via electronic mail, just being the first touchpoint for the customer gives me the ability to change situations or emotions first-hand and eventually be responsible for meeting their desired expectation.
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Although this can sometimes be challenging, there is no more excellent feeling than when you help someone achieve the best possible results and deepen the customer’s experience with the brand.
Responsible For Making A Difference – The real essence of having in place a customer service platform is to improve customer experience positively while creating a better brand image for your organisation. I always crave helping with customers’ enquiries as this has made me a near-expert on our brand, products or services information.This dual responsible for both brand and customer consistently puts me in a position to make a difference in the experience of every customer and for process optimisation.
Improving Communications for Stakeholders – In my job, communication is a crucial skill and learning to communicate effectively puts me in the position to determine how to create the desired emotional outcome effectively for my brand and our customers. This skill is critical as any communication breakdown can create negative experience for our stakeholders, which negates the values we stand for. Interestingly, doing this fascinating job has been further underpinned by Leadway’s work culture and its sincere commitment to stakeholder satisfaction and happiness. By embracing diversity, innovation and an uninching dedication to keeping the customer at the centre of our work, the Leadway ethos has allow me to thrive in my role.
The company has also invested heavily in information technology to ensure that customer access, retention and engagements are seamless, real-time and overall unmatched experience. This level of support has assured that I am always in the position to help any of our customers achieve satisfaction, and financial well being should any event threaten their present state. In 2019 we paid over *N33 billion in claims to our customers, and in the fifty years that Leadway has been in existence, we have strived to always deliver exceptional customer service experience in spite of the challenges. I am confident that in the coming 50 years, Leadway Assurance will continue to provide the best of service to customers in terms of unmatched service experience and superior financial services product offerings and as we mark 50 years of delivering happiness, I invite you to join the league of esteemed customers who have been enjoying our services.
