Arlington, VA, June 24, 2020 — Willis Towers Watson (NASDAQ: WLTW), a leading global advisory, broking and solutions company, received three awards in the 14th annual Stevie Awards for Sales & Customer Service.
In the Customer Service Department of the Year category, Willis Towers Watson’s Individual Marketplace, which delivers services to retirees through its Via Benefits® brand, received a Stevie Award for its work helping over two million retirees transition from group health care plans to individual health care plans. Willis Towers Watson was recognized for designing its customer service strategy around an empathy-based ethos that puts retiree needs first, including innovative training programs, state-of-the-art service centers and customer-driven feedback programs.
The company received a second Stevie Award for Willis Towers Watson’s Via Benefits University in the Customer Service Training category. Guided by the company’s “parent standard” philosophy, which ensures services provided meet the standards expected for one’s own parents, the training program emphasizes empathy by teaching employees to “step into the shoes” of seniors who might be experiencing physical and mental challenges due to the aging process. Training covers the aging process and common conditions related to vision, hearing and dexterity issues, as well as depression and dementia.
Willis Towers Watson received a third Stevie Award in the Best Customer Feedback Strategy category. Integral to Willis Towers Watson’s customer feedback strategy is its Voice of the Customer program. The program allows every participant who interacts with the service center the opportunity to provide both quantitative and qualitative feedback. This program, along with other participant feedback initiatives, provides valuable customer service insights that inform how to optimize the participant experience.
“We are very proud to have our customer service initiatives honored with three Stevie Awards,” says Brian Tenner, managing director, Benefits Delivery and Administration, Willis Towers Watson. “These awards are a testament to our commitment to not only seek customer feedback but also act on it. Our focus is on meaningful customer service interactions and continuous improvement with the goal of creating an exceptional experience for all of our participants.”
Willis Towers Watson (NASDAQ: WLTW) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 45,000 employees serving more than 140 countries and markets. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance. Together, we unlock potential.
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business award programs, also including the prestigious American Business Awards® and International Business Awards®. More than 2,600 nominations from organizations in 48 nations of all sizes and in virtually every industry were evaluated in this year’s competition.
