NEW YORK -- In celebration of the 17th annual Customer Service Week, Associates at SBLI USA Mutual Life Insurance Company, Inc. will be in for treats and honors in recognition of their hard work and dedication to delivering excellent customer service to the company's approximately 400,000 policyholders. Associates will enjoy personalized gifts, a breakfast buffet, massages and an award ceremony that recognizes individuals for their exemplary service.
Additionally, Customers who have acknowledged the Company's excellent customer service will also receive 'thank you' letters in the mail from the Company.
Held annually in October, Customer Service Week is a national event devoted to recognizing the importance of customer service and to honoring the people on the frontlines. The week was instituted by the International Customer Service Association (ICSA) in 1988 and was proclaimed a nationally recognized event by Congress in 1992.
"SBLI USA has a longstanding tradition of recognizing the role of outstanding teamwork and a caring culture in providing enhanced customer service," said Vice President of Customer Service Lorraine Murphy. "Our employee work ethic speaks to our 'We Care' service philosophy - doing the best we can do, every day."
SBLI USA is a financial services company serving value-conscious consumers and underserved markets. The Company's mission is to empower customers and provide them with the education and tools they need to help take control of their financial destinies.
The Savings Banks Life Insurance system, SBLI USA's predecessor company, offered affordable, quality life insurance products and excellent customer service to New Yorkers for over 60 years. Continuing in this tradition, SBLI USA achieved an overall 97.2 percent customer satisfaction rating in 2004 from an independent survey, and has enjoyed satisfaction ratings of approximately 95 percent or higher every year since 2001.
The Company offers a broad product line - including term life, whole life, senior life and a children's term product - tailored to fit the needs of diverse Americans for all stages of life. SBLI USA's products are affordable and simple-to-buy.
At SBLI USA, celebrating its Associates' contributions is not just an annual event. Recently the Company formally named its service philosophy "We Care" and introduced monthly celebrations to recognize outstanding employees with personalized gifts and testimonials about individual Associates' commitment to the company's "We Care" work ethic.
This year, in an additional undertaking, SBLI USA is recognizing customers who have taken the time to write letters acknowledging the high level of service they have received. "We are acknowledging each letter sent by a customer that praises an employee for their outstanding service," said Murphy. "Customers who have written letters will receive thank you letters in the mail."
One customer who took the time to write was Edward Corrado of East Rockaway, New York, who said: "The SBLI USA professional I spoke with exemplified professionalism at its highest level, as well as courtesy and compassion. Please convey my sincerest gratitude."
Wrote another customer, Kathleen Czako, of Hopewell Junction, New York: "I have never before been so thoroughly satisfied in so short a time as I have been with SBLI USA's service. My compliments on your outstanding work."
To best serve its customers, SBLI USA has a call center that handles incoming calls in twenty seconds or fewer. The Company's products, services, and forms are available in Spanish as well as English. Customers can speak to customer service representatives in either language, as well as access educational materials or policy information online on the company's English or Spanish Web site.
Additionally, as part of its national expansion, SBLI USA and its affiliates are opening walk-in Customer Centers where customers can learn more about its products and services in a relaxed environment. Currently open in New York City, Puerto Rico, Buffalo and Chicago, these Centers provide an innovative approach to insurance sales in that they allow visitors to work on interactive kiosks alone or visit with a licensed agent. The Centers also sponsor community outreach activities to educate the public about health issues, insurance and finance.
"We have a strong commitment to community service and to bringing people who share our values into the SBLI USA family," said Ms. Murphy. This month, in addition to a Family Health Day at its Puerto Rico Customer Center, SBLI USA will be a participating sponsor in the American Cancer Society's Making Strides Against Breast Cancer Walk in New York as well as in Puerto Rico, and will be sponsoring a women's empowerment event.
About SBLI USA
SBLI USA Mutual Life Insurance Company, Inc. is a financial services company that is committed to value-conscious consumers. The Company is dedicated to building lifelong relationships with customers and empowering them with the education and tools they need to take control of their financial destinies.
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