Odds are you probably hate dealing with customer service.
And why wouldn’t you?
The perception is that calling customer service will result into a complete waste of time.
However, in the complicated world of health insurance, it’s essential to have a team of experts to help. In this episode of Side Affects, Scott McGohan and Anne Marie Singleton discuss the key role that customer care plays in being advocates for our customers.
To shine light on this topic, Scott and Anne Marie are joined by McGohan Brabender’s Customer Care Manager, Kim Snyder.
Kim Snyder currently serves as the Customer Care Manager for McGohan Brabender. Prior to joining the health insurance industry, Kim spent 25 years in the pet industry where she worked for the Iams company as well as a veterinary technician. In this episode, Kim shares how her past experiences have strengthened her ability to help clients and customers with their complex questions.
Feedback provides a path for success, but too often it isn’t treated as a priority. Good feedback recognizes achievements and, more importantly, gives practical guidance for improvement. Scott and Anne Marie share tips on how to give and receive impactful feedback.
Technical skills might open doors but soft skills will maintain relationships. Scott and Anne Marie talk about the value of soft skills — listening, responding and recognizing nonverbal queues. Poor soft skills drive away clients, while good skills pull them in. And soft skills, like technical skills, can be taught.