AXA
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Global leader in insurance and asset management
More about AXA >>AXA is a French multinational insurance company headquartered in Paris. It is one of the world's largest insurance groups, offering a wide range of insurance products and financial services including life insurance, property and casualty insurance, and asset management to individuals and businesses globally.
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Tip #27 Tip for a better service
Follow up in writing
After important customer service conversations, especially those involving significant commitments or complex resolutions, sending a follow-up email creates valuable documentation and confirmation. Summarize your understanding of what was discussed and agreed upon, including specific promises made, timeframes for resolution, and any reference numbers provided during the interaction. This written record serves multiple purposes in the customer service process: it confirms your understanding of the resolution plan, creates accountability for promised actions, provides evidence if disputes arise later, and gives the company an opportunity to correct any misunderstandings before they cause further problems. Request a written acknowledgment of your summary to ensure both parties share the same expectations moving forward.