Four months in, our Managing Director, Glen Eastwood, has had time to get under the skin of the business and shares his thoughts on customer service...

“The driving force of MSL is of course the people who work here. I’ve rarely seen such a knowledgeable, energised and enthusiastic team, all pulling together to give our clients the best experience and outcomes possible.

There’s huge competition in our sector, and it can be hard to stand out from the crowd when products and services are fundamentally similar. Customer service is one sure-fire way of differentiating one company from another, and MSL is absolutely getting that right.

Even today, when you’d think everyone had woken up to the crucial importance of great customer service, some businesses are out of touch with what that really means. It’s estimated – probably conservatively – that it costs around 5 times as much to win a new customer as it does to retain an existing one, so it makes sense to do everything you can to keep them once you’ve got them. We can help our clients do that.

We have a fantastic attitude to dealing with our clients – our whole approach centres on giving them the services they need when they need them, so they can get back to business as usual following an accident with the minimum of fuss and interruption.

Our claims teams are empathetic to people in stressful situations, don’t drop calls, explain things clearly the first time so people don’t have to ask repeat questions, and follow-up conversations with actions – in short we treat our customers how we’d expect to be treated.

We’re not complacent though. Customer requirements are constantly changing and it’s important to keep ahead of that, so this year we’re launching a new customer project to make sure we anticipate and meet those changing demands.

Ultimately in insurance the point of claim is your shop window – people don’t really know what their insurance can do for them until they have need to make a claim.

MSL’s service is customer-centric, knowledgeable and supportive which along with our 30+ years of experience makes MSL a fantastic shop window for your customers.”

Find out how MSL can make a difference to your clients – send us an email or call Ben Clarke on 07831 507 942.

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