Does Good Service Have to be Rare?

Dealing with my mom and dad’s medical insurance after my dad’s recent cancer diagnosis is anything but fun. The paperwork, phone calls, deciphering of medical bills and everything that comes with those chores has turned out to be quite a task. I am somewhat familiar with the medical industry and there are times I want to pull my hair out. I can’t even imagine what people who know nothing about the process go through.

Recently, I had an experience where we were trying to get me added to my mother’s policy so that I could speak with representatives about their claims and insurance. First they sent the wrong papers and we were told we had to submit new ones. Then the representative asked us to email the forms directly to him, which we did and a week later they were never “received”. I spoke to another representative and she said they were not in the system and I should send them to her. Two days later they were still not in the system, but I finally hit the jackpot and got the representative of my dreams.

This representative took it upon herself to have me send in the forms directly to her, while I we were on the phone together. She got everything processed through the privacy office and ensured that our claim was paid, to ensure that I did not have to make a repeat call. She was determined to ensure that I did not leave the call until every one of my issues was fully resolved, and they were. Now that is customer service. If all representatives were like her, what a customer service world it would be.

The reason I share this story with you is this. I learned a long time ago that the service that you sometimes receive is very dependent on the demeanor that you are portraying to the service individual you happen to connect with. Understanding that there are times that you are pushed from person to person, losing composure only ensures that you are going to get as minimal service as possible. Service personnel hold the ultimate outcome in their hands, and I would have thought that people would have learned a long time ago you truly do “catch more flies with honey than vinegar”.

Having worked in the service world, I understand that they have a job to do and that dealing with the public all day long is no easy task. Not to mention they are human as well and have their own life issues to deal with. As we well know, not everyone has the composure they should, even when frustration is lacking. That is the perfect opportunity for those of us who are able to retain our composure to take advantage of those who don’t.

Today my hat goes off to D. at an insurance company call center in Georgia. You restored my faith in customer service and your organization. I can’t thank you enough for what you did. My hope is that every senior in our program and everywhere gets someone like you on the phone when they have issues to deal with. It will be their lucky day!

Have a great weekend and remember to be the reason someone smiles.

Ron

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