In order to provide support in this area, Audiotours GmbH has composed sample conversations between employees of the Service Centre and their customers.
«I’m sorry but that’s not really my problem. You have to understand this!» Have you received such answers to your polite request? In a shoe shop perhaps? Or at the bank counter?
The correct arguments
Inaccurate information can produce a bad customer experience and leave a bitter aftertaste. It is not only purchased products or services provided that suffer from this – but the whole company is associated with it. “Take a seat for a moment. I’ll see what I can do for you" is a much more effective response to a complaint in a shop. And “Would you like a coffee whilst you wait?" completely takes the wind out of the sails of every irritated customer.
Every Helsana customer should be happy
The Helsana Group has nearly 2 million insured parties, about 3,000 employees and is in fact the largest health insurance company in Switzerland. Those responsible for customer-orientation are aware that with their company size they run the risk of forgetting individual customer-care within the hectic pace of daily business. Employees with a large number of direct customer contacts are particularly susceptible to this. Routine processes and time pressures present them with the huge challenge of extending to the thousandth customer the same friendly approach, helpfulness and understanding as they did to the first one.
Auditory further training
In order to provide support in this area, Audiotours GmbH has composed sample conversations between employees of the Service Centre and their customers. On behalf of the internal training departments of Helsana Group, professional speakers re-enact positive and negative telephone conversations in German, French and Italian. These are real conversations which have been neutralised for training purposes. Both new and experienced Service Centre Agents can listen to these conversations and learn from the good examples. At the same time relevant arguments are refreshed and unsuitable responses to customer requests eliminated.
Listening is sometimes easier than reading
In many cases sales documentation and discussion guidelines are only available to employees in written form. They are substantial and sometimes difficult to understand because in certain circumstances they explain complex subjects. This makes it difficult for the advisors to be able to respond appropriately and flexibly to customer concerns. The use of acoustics can be of assistance in such cases because a large volume of information can be conveyed in an understandable way in a short time. The professionalism and competence of the employee’s advice increases and at the end of the day has a positive effect on the overall customer satisfaction.
Can we support your endeavours for more customer satisfaction using audio?
Key Project Facts
Sales training Helsana
Since Summer 2008
Helsana Service Center