Contact Center Solutions Featured Article

Legal & General Launches New Customer Empathy Training Program

July 03, 2014

When it comes to the contact center community, customer satisfaction is paramount. That is the driving force behind financial services company, Legal & General joining forces with Hemsley Fraser in order to create a new and top-notch customer empathy program. With the partnership, Legal & General plans to train its more than 1,300 employees in its Insurance Customer Service Division in customer empathy and engagement.

The empathy program is made of three modules that are all geared towards eventually getting the contact center employees to know their customers inside and out.  The learning program is called the Customer Experience Matters and it will help the people who work at the firm learn how better to interact with external and internal customers, according to Legal & General. The program is being rolled out to the contact center employees but it is also being used on back office teams. Eventually, the program will be rolled out to even more of the people who work at the company.

“Insurance can be an emotional business as you’re dealing with people who may be planning for later life, buying a home, having children, coping with bereavement or they may have experienced a flood, a fire or a burglary,” Joanne Hardy, L&D Manager for Legal & General’s Insurance Customer Service division said in a recent statement. Hardy added that customers are usually feeling a great deal of emotions. When operators are responding to those customers with a matter-of-fact tone, it only makes the situation worse.

The three modules cover aspects of customer service that can always be improved upon such as building rapport, matching the “energy” of the customer and listening and questioning. Hemsley Fraser enters the picture thanks in large part to a number of instructional videos that are considered among the best in this kind of learning environment. Hemsely Fraser and L&D consultants will be running the three-modules program in concert in order to make sure it is carried out as effectively as possible.




Edited by Peter Bernstein

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