Case Study
Zurich: Mastering Customer Service Training


Zurich Case Study Cover

Founded in Switzerland in 1872, Zurich has grown to 55,000 employees who provide car, home, life, and liability protection to individuals, small businesses, and multinational organizations. Zurich has a deep commitment to its values of integrity, customer centricity, sustainable value creation, excellence, and teamwork.

In 2010, the Group Operations and Technology (GOT) division was created to develop a customer service model and training, which would help drive business. In 2013, after reviewing

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