Improving our customer service and contact points

Later this year we will be expanding and localising our teams of LIC sales representatives so that we can spend more time with our customers, especially on-farm.

Our customers have told us that they want personal face-to-face service from LIC, with an expert who knows them, knows their farm, and understands what they need from us. We are committed to delivering that, with a high quality service that makes herd improvement a bigger part of farming businesses nationwide.

Watch this video to learn more about why we believe these changes will help us improve our customer service.

Improving our customer service and contact points

Malcolm Ellis, LIC general manager NZ Markets

Malcolm Ellis (General Manager NZ Market) talks about the changes we are making to improve our customer service and contact points. 

What are we doing to improve our customer service?  

  • From December, all customers will be serviced by local LIC Agri Management Teams.
  • Dairy cattle supply farmers will have an assigned Agri Manager as their first point of contact.
  • Our largest customers, identified as being of national significance, will be serviced by a dedicated National Accounts team based out of our head office. 
  • Other farmers (i.e non supply) will be assigned a local Agri Relationship Manager.

Why the change?

  • We want to spend more time with you, especially on-farm – and many of you have asked for this.
  • Our farmers are at the heart of our strategy - that means getting customer service right for you.
  • We also need to recognise and respond to the changing dynamic of our industry, and we want to make herd improvement a bigger part of your business.

What will this deliver our customers?

  • A more personal service with a local Agri Manager who understands your business and what they want to achieve.
  • We’ll be spending more time with our customers, especially on-farm. Or if they prefer to deal with us on the phone then we can arrange that too.
  • We are working through the process of assigning Agri Managers to customers now. These will be confirmed in November.

When is this happening?          

  • The changes take effect on 1 December.
  • We will be in contact with every customer directly before then to confirm their Agri Manager and first point of contact.

If you have further questions, please speak with your current LIC representative or Territory Manager.