Chuks Udo Okonta
The Group Managing Director of Royal Exchange Plc, Chike
Mokwunye, has called on staff of Royal Exchange Prudential Life Assurance
(REPLA) to focus on customer service excellence, among other major initiatives,
to drive the firm’s quest for market leadership and enhance status.
Mokwunye who spoke at a national retreat for management
staff of the company, encouraged the staffers, especially those in
customer-facing departments, to make service excellence their guiding principle
and watchword in their interactions and dealings with clients, to enable the
firm remain dominant player in the life insurance industry in the next three
years.
He said: “The customer is at the heart and soul of every
organization’s growth and success and it is very important to keep them
satisfied if one wants to remain in operation. If the customer is treated well,
he/she stays with you, but if they receive shabby and unsatisfactory treatment,
they (customers) will take their business elsewhere.
“The future of insurance in Nigeria is the life business,
which has not been fully tapped into, and for Royal Exchange Prudential to seek
market leadership, an effective and efficient policy of customer service,
loyalty and retention must be in place in the organisation.”
Managing Director REPLA, Wale Banmore, said in addition to
service excellence, his company’s focus is also on the deployment of a robust
retail marketing strategy to take insurance to the grassroots, as well as
training/upgrading of its marketing personnel, in line with current realities.
“The attainment of these goals, amongst others in the
current financial year, will impact positively on the fortunes of the company,
(profitability), improve service delivery to our clientele and boost our
premium income.
“Management believes
strongly in the Royal Exchange brand and its people, it’s most important
resource, are more than capable of delivering outstanding service to existing
and potential clients, nationwide,” he said.
Banmore, commended the staff for their drive and
resourcefulness, which has resulted in ‘winning ways’ for the company.
He challenged them to work harder in the years ahead, to
achieve the firm’s objective of becoming a world class company by 2015.
Facilitators invited to deliver papers at the strategy
session include, Managing Director, Wema Insurance Brokers, Gbenga Olawoyin, who
spoke on communication strategies; Senior Manager, Continental Reinsurance, Abdulrasheed
Akolade, who delivered a paper entitled “Profitability in Life Assurance
Business” and Assistant General Manager/ Head, Finance, Royal Exchange
Prudential, Francis Okoli, whose paper was titled “Bank Alliance and
Co-Marketing – A growth area in insurance.”
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