Guiding the Customer Care Compass
Navigating Upset Customers
CASE STUDY
CASE STUDY
Project Title: Guiding the Customer Care Compass: Navigating Upset CustomersTools used in Development: Articulate Storyline, Vyond, CanvaClient: FreseniusRxContext: This course was written for Patient Service Coordinators (PSCs) to build confidence in handling escalated calls with angry customers. It is a part of the Providing a Gold Standard Customer Experience series of training. This course was designed using Merrill's First Principles of Instruction and the ADDIE model.
Challenge
Patient Service Coordinators (PSCs) frequently handle calls from angry or abusive customers. In these situations, PSCs may feel uncomfortable and react by prematurely ending the call or placing the customer on hold until they disconnect. This approach not only frustrates customers but also leads to a decline in enrollments for the company’s retail pharmacy services. Challenge
Solution
The eLearning course, "Guiding the Customer Care Compass: Navigating Upset Customers," was developed to equip PSCs with the confidence and skills needed to manage escalated calls from angry or abusive customers. The course focuses on teaching LEAD skills (Listen, Empathize, Acknowledge, and Deliver), helping PSCs remain composed, and effectively de-escalate tense situations. By applying these skills, they can address customer concerns and provide resolutions that leave customers feeling heard and satisfied. As a result, upset customers become advocates for the retail pharmacy, driving increased enrollments in the company’s services. Solution
Result
According to recent quality scores, PSCs are no longer resorting to disengaging from difficult conversations. PSCs are building relationships with customers and feeling more confident in handling escalated calls. Quality scores for escalated calls have positively increased by 25% in the last 9 months.Result
