Customer Service and Organization Structure in the Insurance Industry
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(Case Code: INS051) click on the button below, and select the case from the list of available cases:
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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.
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Case Details:
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Price: |
| Case Code |
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INS051 |
For delivery in electronic format: Rs. 100;
For delivery through courier (within India): Rs. 100 + Shipping & Handling Charges extra
Themes- |
| Case Length |
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04 Pages |
| Period |
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2003 |
| Pub Date |
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2003 |
| Teaching Note |
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Available |
| Organization |
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Varied |
| Industry |
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Insurance |
| Countries
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India |
Abstract:
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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.
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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
Customer Service and Organization Structure in the Insurance Industry
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