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July

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23 December

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1) Always respond immediately.
2) Be friendly and approachable.
3) Focus support on the customer
4) Maintain a positive attitude
5) Assist them in good manner
6) Always ready to assist them
7) be poactively helpful
8)Capture customer feedback in real time
9) Be Good listener

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How to create a good customer experience

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How to create a good customer experience

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Room 8

1. Appearance
2.Communication , Caring
3.Provide a good solution
4.Recommend products based on customer needs
5.Token of appreciation , bonding between agent and client
6. Product knowledge is a must
7. Create awareness
8.AIA Vitality campaigns

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How to create a good customer experience? Group 8

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How to create a good customer experience? Group 8

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Appearance
Good product
Communication
Provide good solution
Good relationships with client
Good service
Awareness situations
Share Promotion campaign

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Room 5 When can we enhance our customer's experience? 

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Room 5 When can we enhance our customer's experience? 

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1. During delivery of policy
2. Policy review
3. Yearly review
4. Birthday wish
5. Encourage customer to join the AIA Vitality
6. Review the policy when family member is growing

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Group 9 What Other Solutions / products / services we can offer to customers? 

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Group 9 What Other Solutions / products / services we can offer to customers? 

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Solutions
- giving suggestion base on budget
- giving the best solution based on their needs
- No underwriting for client that already sick

Product
- Health protection
Conventional ( A-Life, A-Life Joy)
Takaful (Medik Famili, Ikhtiar)
- Income protection
Conventional (Wealth Builder, Wealth Premium)
Takaful (Kasih Famili, Legasi, Enrich Gold)
Takaful *no underwriting (Enrich Rezeki)

Services
- provide hard copy
- Guide in MyAIA
- Help in Vitality

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The customer experience is important as feedback for improve ourself become better in future 

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The customer experience is important as feedback for improve ourself become better in future 

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- the customer experience is important towards our customer because its one of the story telling point to share a heartfelt situation

- To retain customer, customer will stick to us even after purchase

-Customer will share to others-lead to referral.

-Free marketing that potentially increases your customer base

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Room 5: What other solution/products/service we can deliver to customer?

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Room 5: What other solution/products/service we can deliver to customer?

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1. Fact find the customer
2. Review the customer’s policy and advice customer on what he/she needs to improve on his insurance coverage to protect them and their family
3. Use concept presentation to make customer aware of the importance of coverage proposed
4. Guide customer on using MyAIA. Use MyAIA to keep an eye on their insurance coverage and the services (such as claim, change of payment method and etc) they can get it done in the app.
5. To response customer as fast as we can when customer have question or customer require to make a claim
6. To cross sell GI to customer such as PA and car insurance

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1. Customer experience is important for us to survive more longer in the industry. Means we will always recommended by our current customer to others and easily to get the leads

2. It's important for us to serve customer in very good, friendly and polite manner so then they can repurchase future or existing products from us. More sales for us. Yeay!

3. The customer experience It is important as feedback to us improve ourself to become better agents in future

4. I think Serving customer in good manner is important as can get lots of referral

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Pre Experience
1. Fact Find (problem identify)
2. Problem solution (product support)
post experience
3. Bonding (communication/ stay connection .birthday.event invitation)

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1. during delivery policy
2.policy review
3. birthday wish

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1.Personalized emel
Sending a personalized emel to customer makes them feel important and they can be updated about the latest offers provided by the company

2.send a “TQ” note

Kindness is a way to go.it never fails. Kind word to the customer for choosing your brands over the others helps them to know that you are grateful.

3. Use social media to update customer

Social media is one of the most effective ways to reach customer.it is easily accessible. Having pages in ig fb and other

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take action for any complaint from our client -Q5

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-Listen what they want then only provide their servicing
Good customer experience = referral and repurchase
-Customer experience is important because, if customer is happy with our service, our sincerity, it would be easier for us to gain their trust. Hence we can get referral from the customers, or even get them to repurchase

-creating a great customer experience is understanding the entire journey a customer takes.
You need to think about your customer map (or if you don't have one, create one). This will help you understand every touch point that you have with your customers.
From there, you can focus on how to make each of those touch points a positive experience for the customer.

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1. Wish birthday customer or give present and wish during festive eg hari raya
2. Update customer in social media

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How to create a good customer experience?

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How to create a good customer experience?

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1. Visiting clients at hospital when they are admitted
2. Act upon customer feedback
3. Visit them when any festivals that they are celebrating.
4. Provide the rights products that benefits them and meet their requirements.
5. Clear communication when briefing the products
6. Friendly attitude and did not push to buy the products
7. Helping customers to make informed decisions

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What other solutions/ products/ service we can offer to customer?
- financial health check - customize fit customer require
- small gift / wishes during festival
- fire/ car / general insurance
- After an accident: It’s important for an agent to communicate that the client must contact them in the event of an accident. An agent should be available at all hours to take such a call.

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How to create a great customer experience Room 4 03/8/2022

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How to create a great customer experience Room 4 03/8/2022

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1. Understand customer’s point of view
2. Remember customer date of birth
3. Fast response when customer needed