Customer Service and Organization Structure in the Insurance Industry


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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

Case Details:

Price:
Case Code : INS051 For delivery in electronic format: Rs. 100;
For delivery through courier (within India): Rs. 100 + Rs. 25 for Shipping & Handling Charges

Themes

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Case Length : 04 Pages
Period : 2003
Pub Date : 2003
Teaching Note : Available
Organization : Varied
Industry : Insurance
Countries : India

Abstract:

The case focuses on the possible reasons for customer dissatisfaction in the insurance industry. It discusses the need for insurance organizations to increase their level of customer service. The case also throws light on the changing expectations and growing demands of customers with regard to insurance products and services. The need to achieve seamless coordination between various departments of an insurance organization to enhance customer service is also discussed.

Issues:

» Understand the need to improve customer relations

» Understand the changing expectations of customers with regard to insurance products and services

Keywords:

Possible reasons, customer dissatisfaction, insurance industry, insurance organizations, level of customer service, changing expectations, demands, customers, insurance products, services, achieve, departments

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