L.E.A.R.N.

Happy Friday!?

Welcome to today’s edition of?L.E.A.R.N.

In a recent town hall meeting, our support team shared a powerful story. A provider sought authorization for elevated care for a member, but it was initially denied due to a lack of medical necessity. The provider appealed without additional data, resulting in another denial. Our agents tried reaching out to the provider, but they received no response. However, when the member's caretaker contacted our service staff directly, they listened attentively, collected missing critical details, and secured the necessary authorizations. Thanks to their intervention, the member received the care they needed and is now making remarkable progress. This incident reflects the countless daily encounters our agents have, making a positive impact on people's lives.

As a technology worker, it would be valuable to empathize with the experiences of agents and understand the challenges they face daily at work. Observing and?learning from their perspective can benefit everyone, regardless of their line of work.?

• Listen:?According to a Forbes article, 32% of customers said they yelled at an agent, and 24% cussed. Thankfully, in our line of work, we seldom experience such outbursts.?However, we can all learn from the agents and become good listeners. The best support we can provide to our team is simply to listen, especially when they are frustrated.
• Empathize:?One of the best practices in customer service is to paraphrase what you have heard and acknowledge customers' emotions. Hearing them out without bias or judgment and acknowledging their situation will immediately help de-escalate any tense situation. To empathize with others' situations, you must be able to put away your prejudices.?
• Assess:?You called an agent about your computer not powering up. They asked you if the power cable is connected to your computer, and you say yes. Then they ask you if the power cord is plugged into the outlet. Then you realize it's not.????A critical component of addressing the problem is to perform an honest and thorough assessment of the situation, however basic it may seem.
• Resolve:?If the customer wins, the company wins. Within the limited scope and capacity, every agent's goal is to help resolve the situation. When someone approaches you with a problem, you need not necessarily solve it for them, but at least offer a perspective for them to reflect upon.
• Nurture:?A company's reputation is vastly improved when the customer feels heard, and the agent makes a genuine effort to help resolve the situation. Nurturing this behavior improves customer loyalty and increases retention. After all, it's the power of the "human element." Let's all focus on building and nurturing genuine relationships with our teams.

Let me wrap up with this quote "There is a spiritual aspect to our lives — when we give, we receive — when a business does something good for somebody, that somebody feels good about them!" – Ben Cohen, Co-Founder Ben & Jerry's.

I‘d love to hear about a customer service experience that left a lasting impact on you.?

Stay safe, stay healthy, and stay blessed. Thank you and have a great weekend.