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Catch up with the latest press releases from LV=

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LV= promotes best practice for National Customer Service Week

Press release: 06/10/2010

As part of National Customer Service Week (4 -10 October 2010) mutual insurance, investment and retirement group LV= is running a series of training and activities to promote and reward excellence in customer service.

LV= is dedicated to delivering the best possible customer service all year round and will be using National Customer Service Week as an extra opportunity to highlight the value that customer service plays within organisations.

In addition to highlighting and rewarding those staff who have demonstrated customer service excellence, the group will be running a series of initiatives during the week such as problem solving training and 'back to the floor' sessions for senior management.

Two staff award schemes have been set up to celebrate the week. The LOVE awards are for employees who demonstrate Living Our Values Everyday (LOVE) and the Unsung Heroes awards are for staff to nominate colleagues who have gone the extra mile to improve an internal process or system.

In the general insurance business each site has initiatives promoting great customer service underway throughout the week including managers’ mystery shopping and awarding prizes for great examples of customer service, quizzes themed around customer service, dress down and 'dress up' days, job swaps and awards for the friendliest members of the customer service team.

Initiatives specifically in the Bournemouth office include a dress like a rock star day, a know your claims team quiz and retention spot prizes.

LV= handles more than 18,000 customer calls a day and has won numerous awards for its customer service including the 2010 Moneywise award for best customer service in car insurance. The LV= general insurance call centre also won call centre of the year* in the 2009 National Customer Service Awards and is short-listed again for the same award this year.

Peter Horton, operations director of LV= general insurance, said: "Our customers and members are at the heart of our organisation and delivering excellence in customer service day-in and day-out is part of what our brand is about.

"We welcome the opportunity to join the thousands of other companies in celebrating National Customer Service Week. The week is about recognising those who deliver the best customer service and, equally importantly, helping our people across LV= to understand and appreciate the role everyone plays in ensuring our customers get the service they deserve all year round."


* Over 100 seats

National Customer Service Week
National Customer Service Week is designed to raise awareness of customer service and the vital role it plays within an organisation. It is also an opportunity to say a big thank you to those who work in customer service for a job well done. National Customer Service Week is organised and promoted by the Institute of Customer Service.

LV= is a registered trade mark of Liverpool Victoria Friendly Society Limited (LVFS) and a trading style of the Liverpool Victoria group of companies.

LV= employs over 4,000 people, serves more than 3.8 million customers and members, and manages around £9.5 billion on their behalf.

Liverpool Victoria Insurance Company Limited, registered in England and Wales number 3232514, is authorised and regulated by the Financial Services Authority, register number 202965. Registered address is: County Gates, Bournemouth BH1 2NF. Tel: 01202 292333.