Archive for customerservice SmartBlogs
Customer service is something that is a reflection of corporate values.
Good service is a reflection of good values. When an employee says that management makes it easy to do what’s right, it means they are teaching employees to put customers first and, most importantly, backing it up by example.
Organizations whose cultures place a premium on doing what’s right are organizations for which employees want to work and customers want to patronize.[…] Continue Reading »
This post is part of an occasional series focused on the health care industry, where escalating costs are posing unprecedented challenges, new models are upending longstanding ways of doing business and the digital age is fueling a new era of innovation.
Say you’re leading a large, well-known, long-established company. And suddenly you are faced with a new market, a completely changed way of doing business, selling your product to people in an entirely different way.[…] Continue Reading »
Average is not an option, author and founding editor of Fast Company Bill Taylor told health insurers gathered at the America’s Health Insurance Plans Ops/Tech Forum in Phoenix last month. “The only way to stand out from the crowd is to stand for something special,” he said, building his case that insurers must rethink everything they do from the inside out.[…] Continue Reading »
You cannot have a best-in-class call center without a rock star director.
This may sound extreme, but I assure you it isn’t. I’ve seen centers with solid potential downsized and closed far to often when they could have been salvaged with better leadership. I’ve also seen the amazing turnarounds happen in just a few months when the only dynamic that changed was the leader.[…] Continue Reading »