Another Bonehead Customer Service Strategy


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.

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