- UBW Vienna Bernhard Wisleitner

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 Customer-loyalty based on confidence
 Transparency: communicate decisions
 Safety based on quality management
 Fidelity: information tailored to suit cosomers' needs
 Develop and adapt therefore crucial processes
 The customer is ... ? ... compulsorily insured
 tackle spceific challenges in customer-service
 However, or even mor than ever -
the compulsorily insured customer is king
Evaluate service-levels on standards of the private economy
Realize immanent borders between customer-service
and the mission for the whole insured group
 Information in personal conversation: challenge
between empathy and legal framework
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