Q1 2024 Braveheart

STAND OUT MOMENTS

As we re�lect on our experiences, we remember the moments that stand out to us the most. These are the moments that leave a lasting impression on us, and we cherish them.

Our customers feel the same way, and it's all thanks to the exceptional service that you provide. We are proud of the high standard of service that you consistently deliver, and it's evident that our customers are too. In fact, they have been so impressed that they have taken the time to send in commendations for each one of you!

Your dedication to providing unforgettable service has not gone unnoticed, and we are grateful for your contributions to the reputation of our organization. Keep up the great work and continue to create many more stand-out moments. Our customers love you for it, and so do we!

As Booker T. Washington once said, "Excellence is to do a common thing in an uncommon way."

Ariadne Harrison

"Thank you very much, ma'am. You have been excellent. I will speak personally with Ms. Graham and your superiors, letting them know of the outstanding customer service I received today. I wish I could receive this kind of service in all my business interactions on this island."

This client sums up outstanding customer service. We truly love creating great experiences, and you did just that, Ariadne. Thank you!

Satyavity Maharaj

“Saty is an amazing customer representative. She is very thorough and has guided me through the process. I lagged in providing information to her; however, she was very patient throughout the process and remained informative and accessible to me. I want to thank you again for your patience and wonderful service in dealing with my claim.”

This commendation speaks for itself. Excellent job, Saty.

Anderson Rice

"I just want to give a shout-out and a big thank you to Anderson Rice, who so graciously helped me out with a �lat tyre in the mad hustle and bustle yesterday in that afternoon heat.

The Auto Rescue took forever with the heavy traf�ic. Their estimated time of arrival was way off. However, Auto Rescue eventually came, although I told them I was getting help. All for the best, as the spare needed some more air, and the gas station's air pump was not working.

When I saw the Sagicor General grey pickup van, it looked like water in a desert. Even more impressive is that another person seemed to be having an engine problem, so after I was sorted out, Anderson was making inquiries of the driver."

Anderson went above and beyond, creating the WOW factor that our clients love! Thank you, Anderson! Your superior service has not gone unnoticed; we applaud you!

Naomi Reece

“I am happy with the service received, and most importantly, the customer service received that Naomi executed. Naomi made a dif�icult situation so much better with her professionalism and leadership qualities. I must say, I am very happy with the service Naomi provided me. Keep it up.”

Positive sentiments never accompany a claim initially, but to have service that shifts the tide to positive is priceless. Thank you, Nai!

Valerie Hoyte

"I am writing to you regarding one of your employees, Ms. Valerie Hoyte. I have been struggling with my car insurance payments, and I am sure my records will show this. I received a letter from your of�ice and called to explain my situation. Ms Hoyte was on the other end of the line.

I do not know how to explain it, but I am in tears. She showed me such courtesy and understanding with regard to my outstanding payments. She was not rude; she did not cut me off as most people do, especially when speaking by telephone. She worked with me over the months to make some payments so my insurance could be renewed. Her level of emotional intelligence towards me has been nothing short of outstanding. I have not experienced anything like this on the island, especially in these trying �inancial times for most people. Most people are just interested in how soon the payments are being made.

I cannot express my sincere gratitude to her for helping me to get back on track and continue my insurance with you. Congratulations to you for whatever training in Customer Service you provide staff to operate at such a high level. I sincerely pray she continues to be an example to others and help them raise the bar regarding Customer Service in Barbados. Thank you!"

Valerie knocked it out of the park, and we truly appreciate her excellent service! We see you, Valerie! Kudos!

Jessica Nirgoon

A claim is a pain that can be exasperated or alleviated by service. Jessica’s exceptional service made the process smooth and hassle-free. Her expertise and professionalism were apparent throughout, and she provided. Both customers were fortunate to have such a dedicated representative in their time of need.

“I recently experienced an unexpected incident whereby my vehicle was stolen while parked at home. Praises to God that the law enforcement of�icers apprehended the bandits, and my car was recovered; however, it was destroyed terribly. Sagicor rose to the occasion and gave me excellent service, for which I am forever thankful!

My vehicle was written off, and my claim was processed unbelievably quickly. Due to the cost of the new vehicle I was interested in purchasing, I resorted to surrendering one of my policies for additional funds. Jessica showed great care, commitment and excellence throughout the entire process and went beyond the call of duty to reduce my stress level! In just six weeks after this stressful incident, I own my new vehicle and enjoy it even more than the stolen one.”

“Doing business with SGI is always seamless and easy. This time was no different. Having Jessica conduct business on my behalf as she was nothing short of great. She was able to answer all questions posed to her, was pleasant and possessed an admirable work ethic. I am pleased with the service I received.”

Jessica, you did an amazing job!

Niya Leacock

"Niya Leacock is a very warm and pleasant person. My mother and I have encountered her; she listens and is very courteous. This lady is very understanding and patient, and I intend to pass her name on to our friends and family. Excellent customer service."

"Mrs Maynard was in the of�ice earlier today to make a payment and had indicated that, seeing that she is paying half of the premium, she would have liked the receipt in her name. Niya explained to her why it could not be done like that, but she said she just wanted us to see what could be done about having it like that in the future.

Mrs. Maynard indicated that she was having a conversation with her husband regarding the payment, etc.; not too heated, but nevertheless, Niya was patient with them; she spoke to them with intelligence and was very professional. She indicated that she was very impressed with the service she received from Niya."

Lasting impressions count; the service Niya gave to both customers has made an impression on our clients, and we commend you. Great work, Niya!

Villacy Clendenen

Villacy has done a superb job keeping our insurance policy going while we were in the UK for medical reasons. Villacy reassured us that everything was in order in the six months we were away. We are very pleased with her service excellence!”

Reassurance during a hard time is priceless. Thank you, Villacy!

Chantelle Griffith

"Thank you for your awesome customer service; dealing with you yesterday was a delight. Keep up the GREAT work, that megawatt smile, and the caring attitude. Have a wonderful day and weekend! Be careful and stay as safe as you can."

When a customer says, "It was a delight dealing with you, " it tells us they were extremely comfortable and appreciative of your service. Kudos Chantelle!

Kiarra Dawson

"Many thanks for your excellent customer service, listening ear, and guidance in getting my accounts back under control. Kiarra carried the conversation beautifully, and though feeling overwhelmed at the time, by the time I �inished talking with her, I felt much lighter. It was a pleasure!"

Our client initially felt overwhelmed, but how she interacted with her touched her. What an impact! Thank you, Kiarra, for your excellent service!

Angelica Carr

“The service received from Miss Carr was exceptional. From the start of the process to the end, she took her time to explain every detail. You are appreciated, Angelica.”

“The entire process was informative and professional; all questions were answered and explanations forthcoming. It was all together a very seamless experience.”

“Angelica welcomed me with the most appealing attitude! Based on my past experiences, I was not excited to conduct business here when I walked through the door, but I did because I had to. After encountering Angelica, I have a different mindset.”

Shifting a customer from not wanting to do business with us to be happy that she did business with us is no easy feat. Way to go, Ange!

Shania Pritchard

“I arrived mere minutes to 4 pm at the wrong entrance, and a kind lady took me to the correct place where another Shania attended to me ef�iciently and patiently. She made nothing an issue. I never felt rushed or as if I should not have been there. And all this is basically at closing time.”

Sometimes, the simplest of things can be amazing. We see you, Shania!

Vanessa Burke

I’ve always had amazing experiences with this company. Customer Service is top-notch, and the products have exceeded my expectations. The team is always friendly and helpful. I have recommended this company to many friends. Thank you, especially to Miss Burke. She is a star!

Vanessa, we appreciate you, and so do our customers. Keep it

Wendy Ann Duncan- Simmons

“Today I received prompt service to renew my vehicle insurance. Representative Wendy Simmons was extremely professional with organizing everything. Continue to be an ambassador to Sagicor Wendy! Give her a raise.”

This customer places a high value on his time and Wendy exceeded his expectations. Thank you, Wendy.

Jenelle Gaulteau

“My name is Shanice, and I came into your Shops of Arima branch in February. The claims of�icer, Jenelle Gaulteau, was very professional and kind. She has exceptional customer service skills, and I am very thankful to have had her take care of me as that was my �irst claim and I was very unsure of what to do.”

Jenelle stepped up to the plate and hit it out of the park, delivering professionalism. Go, Jenelle!

Ashley and Gabrielle were described by our client Mr. Fields as “extremely polite, professional, and helpful.” He added that this dynamic duo “made my experience very smooth. They stand out from people in other companies.” Continue to provide that differentiated experience, ladies. Great service does not go unnoticed.

Ashley Forde (Above)

Gabrielle Alleyne (Below)

Ms. Bolden’s satisfaction de�initely shines through in her commendation of Gabrielle and Kadijah. Take a read:

“I would like to tell you about the lovely experience I had when I visited the customer service centre today.

As I walked in, I was greeted by a young lady, who asked how she could be of assistance, I explained that I wanted to make payments for multiple policies. She gave me a ticket (P30) and directed me where to sit and wait for my number to be called, all of this was done with a smile! At this point, I admired the modern look and bright colors of the centre. When my number was called, I was greeted again by another young lady who had a very pleasant and welcoming demeanor. I explained the issue I had that caused me to come to the of�ice to make the payment and she happily completed the transactions for me. I asked her about other payment options to which she told me about the app and how it works. Some may say she was just doing her job but I beg to differ! I was not having the best of days but the interaction with Khadija (not sure if this is the correct spelling) and the other young lady at the front (I didn’t get her name) de�initely changed my mood!

With this level of service, I would not mind if I had to visit the Centre again! Keep up the great work ladies! Sagicor, you did well hiring these two!”

Kadijah was also commended on another occasion for the excellent service and help provided to our client, Ms. Joseph in February.

Gabrielle Alleyne (Above)

Kadijah Cozier (Below)

Shelly-Ann Payne (Above)

Amanda Mohring (Below)

Our next duo, Amanda and Shelly-Ann made Mr. Murray’s day when he contacted the team to make an urgent request. They worked together to have a cheque prepared at very short notice. Mr. Murray commended the team for the excellent service extended to him and for their courtesy and professionalism. He added that a follow-up call to ensure that he got through really made the interaction even more delightful.

Outstanding ladies. Keep it up!

Amanda also received a commendation on yet another occasion in January.

“I must note that I was extremely pleased with the level of service that I received from Ms. Amanda Mohring earlier today. She was articulate and very helpful even beyond my queries. She should be considered an asset to your company.”

Continue to keep the bar high, Amanda!

“Joshua was very knowledgeable, informative, and courteous during our interaction. He was extremely knowledgeable. I brought to his desk, several different types of policies and he was able to explain all the aspects. I had several queries, and they were all answered. Overall, Mr. Highland’s service was excellent.”

All of these positive traits make you an excellent Ambassador, Joshua. Keep it up!

Cynthia Blackman

This is how Mr. and Mrs. Williams described Cynthia when she used her expertise of our payment options and process to assist this couple with making a payment to their health policy. The clients shared:

“No words can express just how much my wife and I appreciated your kindness and help today. You are an incredible breath of fresh air in a country that no longer knows the meaning of the words 'customer service' and just what that can do for loyalty and business.

As we have grown older and our brains don't work like they used to new technology and new ways of doing things can be very challenging and confusing. Thank you for understanding and helping.

May your kindness return to you a hundred-fold.”

Let’s show care, extend a helping hand and exercise patience to ensure our clients receive the best possible experience when they need assistance.

Joshua Highland

Ashley Jackman

Take a read of the below commendation from Ms. Harper who was in awe of Ashley’s service during a challenge the client experienced.

“Allow me to thank Ms. Jackman, who even from her (I am assuming) off island location, was quick to acknowledge and advise in response to my initial e-mail asking about the process and further escalated yesterday, upon receipt of my e-mail. In a service industry, this is to be applauded and I thank you. There will always be situations in life, some within our control and others not...but it is our handling of these situations, that separate some from the rest. You have shown what it takes to handle the hard issues!”

Awesome-sauce, Ashley!

Let’s continue to show up as our best selves and do exceedingly great things for our clients.

Heike Batson

Ms. Seale highlights the exemplary service of Heike!

“When conducting business, it is always a pleasure to experience service that leaves you feeling satis�ied and con�ident with your service provider... It was a simple query regarding the Sagicor Cari Care card where Heike ensured to look into the matter swiftly and provided updates along the way... She even went further to look into the policy and shared status updates and suggestions to better manage said policy, something I have never experienced. Providing these options were very helpful and made that experience extraordinary for me. Please commend Heike. She is doing a fantastic job of providing quality service.”

In a very short time frame, Samica received two commendations from happy clients. She was described by two clients as “a very beautiful lady who was patient with her explanation and physical help.” Another client indicated she received a warm reception and great service from Samica and the entire team. The clients indicated that they had a great experience overall. Ms. Knight pointed out that the service was outstanding and refreshing given the declining service levels at this time. “Congratulations Sagicor!”

Rhea Carter Samica Hunte

“Rhea’s service was very excellent. I thank her for her awesome personality and professionalism while assisting me with a policy change. She is deserving of an award.”

Randolph Auld

The owner of Ultimate Insurance Brokers, Mr. Bowen expressed his gratitude and appreciation to Randolph for his professionalism and consistency in dealing with matters on the company’s behalf.

Another client also commended Randolph for the exceptional experience she had during a visit to the Center, all thanks to Randolph’s great service.

FAQs

How can you become a Champion?

Customers need only to remark positively about their experience verbally, in writing, or by e-mail. Once this interaction is shared with the Customer Experience Team, the honour is all YOURS!

Does all positive feedback qualify as a commendation?

It always feels great to be commended for doing a great job!

To qualify for Braveheart, however, the customer must disclose what made them go “WOW!”

For instance:

“I contacted Stacy for assistance obtaining a quote for my insurance from Sagicor. As a �irst-time policyholder, Stacy was very helpful in explaining the different types of coverage and guiding me through the necessary documents. She even called me back to ensure that I had received the e-mail. I was impressed by her thoroughness and excellent service. Thanks to her, I took out the insurance. I think Stacy should be recognized for her outstanding level of service.”

Our customer commended team member Stacy for her amazing interaction, citing what made it exceptional and how it made her feel.

This is the stuff great commendations are made of!