Wednesday, July 07, 2010

Can You Empathize With Me?

I thought this was...well, creepy.

”Because more than any other callers they deal with here, health plan customers that Convergys surveyed say they don't think their insurance company cares about them, or about their health. So Convergys, being in the relationship biz, launched empathy workshops. They hired empathy coaches to roam the aisles and swoop down on agents when they flounder.“

Listen folks, your health care company really doesn’t care about you. And, without a doubt, the company they contract out the customer service to doesn’t care about you. “Empathy coaches” or no empathy coaches.

Geez.

You really ought to listen to (or read) this entire story from Marketplace.

Don Brown
July 7, 2010

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