Customer service - Service with more than a smile

Never has the concept of customer service within the industry received so many plaudits. Never has good quality of service been so esteemed and its provision so strongly urged. Yet never has customer service been so assaulted by attempts to commoditise it as just another product, or another regulation, or a burdensome overhead to be outsourced as far away as possible.

Insurance buyers are often baffled and frustrated. For them, getting the right answers means an unseemly clamber over a

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