Identity Protection without Compromise: Service

Author and psychologist Daniel Goleman remarked that “True compassion means not only feeling another’s pain but also being moved to help relieve it.” When employees convey compassion, they will go above and beyond for customers and provide personal and caring service that is uniquely memorable. Such great service acts as a magnet for customers, with research showing that 75% of consumers reported they were likely to generate word of mouth referrals about positive experiences, and 92% of consumers sharing they trust those recommendations. In contrast, poor service is unsurprisingly a strong repellent for customers with 82% of customers reporting they have left a company because of a bad customer service experience.

As one of the first providers of identity protection services in the U.S, we understand that our service is an extension of our clients’ brands and that it can have substantial effects on our clients’ business success. That is part of the reason why we are always serious about offering award-winning service to their customers, while also ensuring that we treat them with the utmost compassion, empathy, and patience.

Serious Service from Compassionate People

While many companies focus on data protection alone, at Generali Global Assistance (GGA) we believe in keeping the people behind the data at the heart of our service – our customers, clients and our own employees. We call it being people-first. This approach is what inspires our team to consistently provide high-quality identity protection and resolution service. Our award-winning, U.S. based Identity Resolution Team is made up of highly-trained, certified identity resolution experts who consider themselves to also be identity protection educators and counselors.

The Resolution Team provides around-the-clock, white-glove services to help protect customers’ critical assets and data and to restore their identities should theft occur. In addition to assisting customers who have had or suspect they have had their information compromised, they are available to provide proactively assistance to our clients’ customers and serve as positive extensions of our clients’ brands. They regularly help customers to maximize the utilization of their online portals, reduce pre-approved credit card offers, direct mail campaigns and marketing phone calls that thieves can use to lure customers in to steal their personal information, and offer assistance for any other identity protection or product related inquiries.

In the event a customer’s identity is compromised, the team goes above and beyond to ensure that the recovery process is as quick and easy as possible. Our certified, multi-lingual identity resolution specialists assist with:

  • Affidavit submission
  • Creditor notification and follow-up
  • Communications with law enforcement
  • Credit freezes
  • Lost wallet assistance
  • Fraud alert placement
  • Emergency cash and travel arrangements
  • Translation services
  • Financial and legal counseling
  • IRS identity theft services
  • Stress management

Partner with a Company that Will Serve as a Positive Extension of Your Brand

The right partner will serve as a positive extension of your brand, so you should ensure that the identity protection provider your company selects will treat your customers in a way that reflects your own company’s standards. The right partner will drive positive results and the wrong one can drive churn. At GGA, we have been providing award-winning service to U.S. consumers in their times of need for over 30 years. So, you can trust that we will provide to your customers the level of high-quality, serious, and compassionate service that demonstrates that both your company and ours keeps the people we serve at the heart of our work. You do not have to just take our word for it though, hear what some customers have had to say about our service:

The resolution specialist was very patient with me and explained the resolution process very thoroughly. He gave me assurance in what to me was a very frightening situation.

I'm a senior citizen and not very knowledgeable about using the computer. However, the representatives took the time to explain everything carefully and was extremely helpful.

The resolution team member was patient, knowledgeable, and cooperative. He stayed with me as we looked deeper into the issue and was on the line with me when we talked with credit bureau. This this is service at its very best. Thank you!

Request a demo to learn more about how offering our identity protection without compromise to your customers can be a positive extension of your brand.

Tags: Articles, customer engagement, customer loyalty, customer service, Generali Global Assistance, Identity Theft, Resolution, Identity Protection without Compromise


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