2022 QUARTERLY NEWSLETTER

2022 Quarter 2

Today’s customers don’t just want products or services; they want unique experiences that they can’t get anywhere else. Customers want to be delighted at every touchpoint, and anytime you can go the extra mile to make it even more special, you gain loyalty. This is the Westcor Way!

WE GO ABOVE & BEYOND! Here’s one example of how CX goes the extra mile! A homeowner contacted CX wanting to obtain a copy of the owner’s policy. When the CX Rep reviewed the information, it was determined that a competitor issued the policy and not Westcor. CX let the homeowner know to reach out to the competitor to request copy of the policy. The homeowner reached back out to CX upset and frustrated because she was not able to get a live person at the competitor’s customer service department. CX acknowledged the customer’s frustration and acted quickly and in a big way! Thanks to Patti and Sabine, they were able to help obtain the owners policy with the assistance from one of their contacts at the competitor company. The homeowner was so appreciative and sent CX a recognition email!

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CX TIPS AND TRICKS Here are a few pointers to help us continue to provide a top-notch experience:

1 Direct Phone Number to the CX Department: (855) 429-5842.

2 Make sure that your desktop phone voicemail inbox is not full.

3 Set your out office when you’re away from your desk.

4

If you have a direct number other than your desktop number, include your direct phone number in your signature line so the receptionist is able to transfer the call to you.

5

When reaching out to the CX team by email, please provide all the information needed so that the CX team can help expedite the resolution.

6

Federal Express new user request and login information, contact Ana Rivery at [email protected]

2022 Quarter 2

MAITLAND OFFICE FACILITIES INFO Email Ana Rivery at [email protected] and copy Susan Pelham at [email protected] for any questions or concerns about the restrooms, cleaning, appliances, dusting, garbage, vacuuming, etc. For office supplies, have your Manager or Supervisor email Karla Enamorado at karla. [email protected] and copy Aida Stephan at [email protected].

BY THE NUMBERS Here’s our team’s performance stats for the quarter.

1021 Phone calls

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766

Policy Requests

489

Informational

2,276 Total Requests

MEET THE TEAM

Carmen CX Director

Aida CX Manager

Erica

Karla

CX Representative

CX Representative

Kayla

Billie

CX Representative

Receptionist

2022 Quarter 2

THANK YOU for your support and involvement!

Stay tuned for our next CX Quarterly! We will continue to share all the up to minute information. For questions or comments, contact [email protected].

Sincerely, CX Team

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