Customer Excellence

What does TOV stand for?

• Title of Vehicle

• Tone of Voice

• Tone of Volume

• Title of Voice

What is Zurich's strategic customer ambition for 2023 - 2025?

• Loving our customers

• Connecting with our customers

• Loyalizing our customers

• Empathizing with our customers

Which of this is NOT a main point of TOV?

• Be clear about what's in it for them

• Help them understand

• Keep it short

• Write more professionally with detailed legal wordings

Fill in the blank.

Our purpose is to Create a ____ future together.

What is the claims registration TAT after claim is notified according to our Global Claims Guideline?

• Within 14 working days

• Within 24 hours

• Within 5 working days

• Within 7 working days

What is the best way to handle a customer's complaint?

• Ignore the complaint

• Acknowledge the complaint and find a solution

• Argue with the customer

• Transfer the call without informing the customer

5. How can you demonstrate empathy in customer service?

• Dismissing the customer's concerns
• Offering genuine understanding and compassion
• Avoiding direct communication with customers
• Focusing solely on the task at hand