The Energizer

Resilient Insights for Work & Life

Another Bonehead Customer Service Strategy

by Eileen McDargh, Chief Energy Officer - Thursday, January 08, 2015
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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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Eileen McDargh Keynote Speaker Blog Author

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.

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