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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Foundation to Raise Funds for At-risk Youth

Interactive Intelligence Foundation fund raiser for at-risk youth to feature IndyCar driver Ed Carpenter. [ Read More ]
08/22/2014

Australian Consumers Vent more online about Poor Customer Experiences

Australian consumers are more inclined to express their customer service views online than those in UK and US. [ Read More ]
08/22/2014

Interactive Intelligence Campaign Donates Over 500 Goats to Impoverished Communities

In late 2011, customer experience solutions provider Interactive Intelligence launched a very interesting campaign to get executives to speak with their sales people. In conjunction with international charity Oxfam, if you met with Interactive Intelligence, Oxfam would donate a goat to a needy family in an impoverished community in one of the many developing world countries where it operates. [ Read More ]
08/21/2014

What To Do When Your Customer Experience is Unsatisfactory

Ever since the recording by an angry Comcast customer of his less-than-wonderful attempt to just cancel his cable service went viral a few weeks ago, the Internet has been flooded with similar recordings. [ Read More ]
08/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!