(949)496-8640


Another Bonehead Customer Service Strategy

by Eileen McDargh, Chief Energy Officer
Thursday, January 08, 2015

You just received the letter from Anthem Blue Cross. The opening line:  "We'd like to thank you for choosing Anthem Blue Cross. We value the trust you have placed in us." 

Ok. You have that last sentence? Now, you go ahead and read that your monthly premium will be going up starting March.

No explanation. Nada. Nothing. Zippo.

You call the "customer service" number. What a surprise: the representative reads the same letter and has been given no explanation either!!! You are told it could be your birthday (which was 6 months ago), the government (a likely foil), or your geography.

The poor customer service rep has been given no clue. And you are left feeling _____ (fill in the blanks).

The arrogance to use the word "trust" is beyond belief. How can you trust someone who reaches in your pocket and pulls out money with no explanation. To be sure, it's a small amount. Yet, I believe if leadership can't handle small things, what faith do I have they can handle big things?

PS: Google the salaries of CEO Anthem Blue Cross (the merger with WellPoint). A slippery slope indeed.  Trust? Bah. Humbug.


Like this post? Please share it!


< Back to All Posts

Comments



Motivational Speaker Eileen McDargh

About Eileen!

Since beginning her consulting and training practice in 1980, Eileen has become noted for her ability to speak the truth with clarity, wisdom, humor and compassion. Long-standing clients and repeat engagements attest to her commitment to make a difference in minds, hearts and spirits of organizations and individuals. She draws upon practical business know-how, life's experiences and years of consulting to major national and international organizations that have ranged from global pharmaceuticals to the US Armed Forces, from health care associations to religious institutions. Executive Excellence magazine selected her as one of the top 100 thought leaders in leadership and among the top ten consultant providers of leadership development.

View all posts by Eileen


Subscribe to My Blog!


RSS

Subscribe via Feed Reader!


Like My Blog?

Please share it!

Recent Posts

Archive

Categories

Tags

Loss John Blumberg Sexual Harassment Mark Scharenbroich Postive Work Environment Career Advice Children employees Relationships Seahawks Stress U.S.A.A. Personal Responsibility New Year resolutions Twas The Night Before Christmas Honoring Veterans Energizing Others Burnout coaching gratitude Politics Back To School Optimism Adaptability Communication Motivating Others teams Intentions Gifts From The Mountain conscience women in leadership Human Interaction St. Patrick's Day Joe Tye preresilience Labor Day Multi-tasking WASP Voting customer service e-mail Superbowl Trust Boston Marathon Memorial Day Walk For Hunger holidays Introverts civil discourse resiliency resilient leaders Mother's Day Vacation Sales creativity Jewish Your Resiliency GPS love Tornadoes in Texas Christmas Symphony Jennifer Kahnweiler, PhD Networking Option B Social Media Office Celebrations Bullying Verizon Women Alzheimer's Fun Work Environment Idea Family servant leadership Employee Attitude Speaking Road Trip USAA Henry VIII Positive Brain Repatterning Learned Optimism Technology Emotional Intelligence Extroverts LGBTQ Arlington Cemetary Girls Listening Spelling Bee Guns Content Generation waiting cancer Humor Deloitte Change Reshaping the Brain Thanksgiving work life balance Persuasion Talk Ain't Cheap Book stuck Adventure Leadership Skills Sheryl Sandberg goals earthquakes Education Bill Treasurer Patriots Book Reviews Writing Leaders Open Doors Book Energy Adam Grant Siblings resilience Christmas angels More Fun at Work Building Resilience Meetings Seder Eve Vegan

Ignite, Engage & Transform!

As a Resiliency Motivational Speaker Eileen loves working with all groups. She has found great synergy with health care audiences and long term care (from personal experience), educators ( As an award-winning educator, she went from teaching kids to grown-ups—who are still like kids), and women’s leadership groups(because she is one!).