Celebrating Excellence: A Remarkable Service Case
We’re delighted to share exceptional feedback from Jackie a member of our Quality Assurance Team. Jackie recently reviewed a call handled by Senior Case Manager Nick.
Nick was managing a sensitive claim involving a customer with Parkinson’s disease. Despite the customer’s understandable emotional state, Nick’s empathetic approach made a significant impact. He acknowledged the customer’s difficult situation and offered to continue the call at a more convenient time, giving her the space, she needed to collect her thoughts and emotions.
Nick’s patience and understanding were evident as the customer discussed her condition, occupation, and functional barriers. He proactively gathered information, providing clarity about the process and next steps. His transparent and clear communication was commendable.
This call review stands as a testament to Nick’s outstanding work in supporting our customers during challenging times. His commitment to our Resolution Life values sets an inspiring example for everyone.
In Jackie’s words: “I completed a quality call review on one of Nick’s claims and wanted to provide feedback because this call was so great—it made me excited to hear all our Resolution Life behaviours displayed throughout the entirety of the call.”
This instance serves as a reminder of the impact our service can have on our customers’ lives.
Important information
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