Insurer opts for bespoke customer programmes

Leading UK insurer Royal & SunAlliance (R&SA) has commissioned
e-learning provider BlueU to design and deliver three bespoke customer
relationship management (CRM) programmes.

Over 2,500 R&SA staff will undertake up to 35 hours of e-learning this
year as the organisation bids to ensure that it delivers a quality service to
its customers.

The first CRM module focuses on communication skills, the second programme
explores the rationale behind CRM at R&SA and the third aims to educate
users on R&SA’s single-view system.

"Throughout the programmes, we will support our people with coaching
and role-play exercises," explained training manager Katherine Plant.
"This way of learning is a change for our people and for our trainers. We
need to explain to them how best to use e-learning and reassure them that it
complements other methods of training delivery; it does not replace them."

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