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Amica offers customer service training to RI DMV employees

10/26/2011

LINCOLN, RI – The Rhode Island Division of Motor Vehicles is trying to improve its image – and its customer service. So it turned to the customer service experts at Amica Insurance, who created a special training program for nearly 200 DMV employees.

"The DMV was thrilled when Amica offered to create a customized program, at no cost to the state,” said Lisa Holley, interim administrator of the DMV. “Our customer service reps have not had any recent training. Without Amica’s help, we would never have been able to do this.”

Amica was happy to help, said Craig Phelps, senior assistant vice president in charge of the Communications Department at Amica Insurance. “We’ve got an excellent training team that provides ongoing training to our more than 3,100 employees across the country. And that training is one of the reasons we’re nationally recognized for our outstanding customer service, which wins awards year after year.”

Amica’s training team met with the DMV to come up with a day-long training session that all DMV employees participated in last week. Each session included asking the DMV employees to describe how the public perceived them and their agency – and how they perceived themselves. Then, they brainstormed ways to change the image of their “brand.” They were encouraged to be “great brand ambassadors” and “create a service experience.”

It’s all about changing that image, Holley said. “People love to hate the DMV. … Customers expect negative, unhelpful, rude state employees, and when I came (as head of DMV), I expected the same thing. But I found that wasn’t the case. Most of these employees have been here 20 to 30 years and they love their job.”

They also welcome the opportunity to change their public image and are willing to work to make that happen, Holley said. She said one long-time employee who was particularly skeptical of the training program came away so inspired that he now gives gold stars to young drivers who pass their driving test.

"Everybody’s had a positive response,” Holley said, adding that she predicts the training program will reap long-term benefits for the DMV. “… Everybody’s embracing this change and really working hard to make it a better DMV.”

About Amica

Amica Mutual Insurance Company, the nation's oldest mutual insurer of automobiles, was founded in 1907. The company, with corporate headquarters in Lincoln, RI, is a national writer of automobile, homeowners, marine and personal umbrella liability insurance. Life coverage is available through Amica Life Insurance Company, a wholly owned subsidiary. Amica employs more than 3,100 people in 40 offices across the country.

CONTACT:Vince Burks, Corporate Communications, 50 Amica Way,

Lincoln, RI 02865-1155, 800-652-6422, ext. 24563

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