Brian Chandler´s profile
Reviews (2)
protected.co.uk
From a bad beginning to a better ending
Initially, Protected were all over me in their haste to service my needs. So much so that, amongst the many handlers that I had, they missed what I wanted. So I wound up with a Personal Protection Plan from Bright Grey (another company trying hard to escape the image of the insurance industry but failing) - instead of Key Man Insurance for the business of which I am a director.
Cancelling the Bright Grey policy got someone's attention and Kristie Fay charged to the rescue, and not only got what I wanted but got it at almost half the cost.
Well done Kristie - and thanks.
And the rest of you - keep trying - you can get trained in customer focus and listening. Try Huthwaite International.
Reply from Protected.co.uk
The Light Bulb Company (UK)
I'll be back
I was looking for a couple of unusual items. You had both.
You delivered faster than I expected, and indeed needed.
But I know where to come back to.
Brian Chandler´s profile
About
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Firstly I would like to thank you for taking the time to leave us some feedback. I can see the way in which your enquiry was dealt with back in October 2012, up to the point of activation was simply not acceptable. The product knowledge and customer service levels were just not good enough.
Kristie made me aware of your case as soon as it was assigned to her in March, and because of this there has been regular training sessions put in place for both new and experienced members of staff. This means that, not only are they learning more about the products we offer, but also about products that we don't so that we can fully explain all options available to customers. We also have call listening sessions to constantly look at areas for improvement.
Unfortunately we can’t always get it right, but I’m glad that we managed to get you what you needed in the end, and at a price that was affordable.
Thanks again for the feedback and I hope you have a great weekend.
James Turvey
Customer Service Manager