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Everything You Need To Know About Choosing A Health Insurance Plan
The purpose of health insurance is to protect you from the alarming cost of medical care by providing you with insurance coverage for specified health and medical care services. Generally, you will pay a monthly premium, a deductible, and...
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Title Insurance - Examples of Problems and Advice
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Today, 1 in 4 children has an undiagnosed vision problem.
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What is Term Life Insurance?
There are two different types of life insurance, term life insurance and permanent life insurance. Term life insurance is the easier of the two plans. This plan supplies you with death protection for a pre-determined amount of time, anywhere from...
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A large international insurance company IT department
PROBLEM
The workers in the information systems division were technically excellent but lacked in human behavioral skills. One employee in particular was exceptionally intelligent and knowledgeable but had a pessimistic, cautious and negative attitude.
One of the groups, the "Help Desk" was informally called the "Dis-service Desk" by the rest of the company.
The group’s mission was to assist all employees and affiliates of the company in resolving their systems needs. To do this, customer service skills needed to be developed or improved.
SOLUTION
Management Resources Inc. (MRI):
Observed the operations of the different groups and their dealings with the customers
Customized its customer service program to address the specific needs of this technical group
The program included:
Customer Service Skills
Basics of Service Recovery
Systems Personnel Temperament Profile
Personal Change
Personal and business goals
Customer's "Bill of Rights"
The program was administered to all
personnel
RESULTS
Results were visibly very fast:
Personnel who have attended the program show dramatic improvement in attitude and their dealings with the customer.
The satisfaction ratings from the customers have increased from 5.8 to 6.7 on a scale of 1 to 7 after doing one group.
The intelligent individual with the negative attitude (referred to above) has become the informal leader of the group, participating in inter-functional meetings, practicing team work and taking the initiative to teach others.
The Help Desk was recognized by the Vice President of the Information Systems division for their customer sensitivity and improved approval ratings.
A "Customer Bill of Rights" with 10 customer expectations was developed, indicators implemented and it became the management guidelines and the objectives for the organization.
Customer satisfaction improved about 18%, as measured by feedback cards the customer prepares after their work is completed.
About the Author
Managing Partned, Management Resources Inc.
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