FCA consultation on transparency in general insurance markets
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
Outsourcing
Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.
Accountability
This topic explores how specific responsibility and hence accountability for customer service rests with an appropriate person and how the ethos of collective responsibility and individual accountability sit with each other.
Reputation
Do people talk about your organisation? It takes 20 years to build a reputation and five minutes to ruin it
Mission and Vision
A Mission Statement defines what an organisation does. A Vision Statement describes what the organisation wants to become.
Handling complaints
The professional and efficient handling of complaints is a critical factor for all organisations, in both the private and the public sector