Insuring an Excellent Customer Experience

Haven’t done one of these outright positive experience stories for a while. This story was told to me recently and I just loved it. Hope you do too.

I think I just experienced perfect contact centre service. Thank you Jo Mountain of Howdens Insurance.

I wanted a quote for my professional experience. Howdens had been recommended. I phoned and got ready to read something while waiting to listen to the automated message that precedes the IVR to get through to any insurance company these days. Fingers ready for the phone to get through fast.

A lady answered straight away. A real one who spoke real sense and asked sensible questions. She explained the options and the implications. The costs were lower than I had been paying elsewhere. She gave me helpful advice about the level of cover I really needed. She told me the most they had had to pay out in twenty years. She didn’t play on my fears, just helped me take a business decision. She didn’t rush me and the whole transaction, including payment, took just over four minutes. I don’t think she was counting, but I was, for interest!

She was the right person in the right job, in the right culture creating real value.

Thanks again, Jo Mountain and Howdens!

Jonathan Wilson

Author: Doug Shaw

Artist and Consultant. Embracing uncertainty, sketching myself into existence. Helping people do things differently, through an artistic lens.

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