How do you do this? The answer is customer service excellence. Two communication strategies from the TopLine Patient Experience training help us deal with even the most frustrating internal customers: Empathy and Heart-Head-Heart Communication™.
Insurance professionals seek customer service excellence. This can be illusive given the crankiness inspired by ever-changing insurance processes, deadlines, pricing, and wishful thinking.
Difficult people are everywhere —at work, at home, in traffic, and even on vacation.
Clients want more for less without sticking to enrollment deadlines. Colleagues get angry; they whine, cry, curse, avoid work, know it all, and become moody. Business owners hire poorly, fail to set clear expectations, miscommunicate, change their minds, grump, demean, and forget to give kudos when due.