MetLife Korea expands 'customer service week' to enhance groupwide engagement

MetLife headquarters in New York, US / Courtesy of MetLife

MetLife Korea has expanded this year’s customer service week (CSW) into a six-month, companywide program, as part of efforts to strengthen commitment to customer-oriented management, the life insurer said Friday.

The drive seeks to foster a culture of prioritizing customer advocacy and integrating it into everyday practices, a goal that requires groupwide engagement of all employees beyond the customer-facing service staff.

CSW is a global campaign led annually by the customer service and operations division under the life insurer’s global headquarters during the first week of October.

The expanded drive included creating this year’s customer advocacy brochure and strengthening programs to build customer service capability by providing tailored sales.

During the program, the company held a ceremony to appreciate the hard work of top-performing customer service employees, reaffirming its commitment to strengthening its culture of customer advocacy.

MetLife Korea plans to produce an internal customer storybook based on the outcomes of the drive.

It will feature more than 100 customer stories, with their experience shared in detail. It will also include customer advocacy principles explained in simple terms, as well as practical guidelines.

Employees will be able to reference the guide as a training resource for everyday use to enhance customer service.

From May through October, MetLife organized a slew of activities to strengthen consumer advocacy awareness, encouraging customer participation.

Employees shared how their responsibilities can enhance customer services, while some 500 customers took part in the survey on their best service experience.

They said the campaign highlighted the value of customer-facing employees and strengthened the company’s focus on customer-first principles.

“This year’s drive was part of our efforts to strengthen a culture of customer advocacy. We will continue to think and act with the best interest of our customers,” a MetLife official said.