Valentine’s Day is drawing near. I know some people call this a fake holiday created and commercialized by card companies. I may have been guilty of a cynical attitude myself in the past but as I have gotten older and wiser I have come to appreciate all of the things I love in life on this day.
So this year I’m showing the love by telling you about the “valentines” that regularly appear on the desks and computer screens of our customer service staff. Our self-funded employer members and their employees and family members clearly appreciate the effort and understanding our customer service staff puts into every call.
Customer Service is not an easy profession by any means-I know, because I personally failed at it earlier in my career. It requires patience, understanding, and knowledge and it ultimately creates
the brand that represents The Alliance and what we do: Moving health care forward by controlling costs, improving quality and engaging individuals in their health.
Eager to Help
So where does my appreciation come from for customer service? Here’s a few reasons. They are:
- Eagerness to help people who have difficulty with a claim or service
- Great at directing people to The Alliance Provider Directory to ensure that they find a doctor that is in The Alliance network.
- They are helpful, friendly and caring
- They are educated and informed in health care benefits and claims
- An ability to deal with problems involving several concrete variables in standardized situations.
- Staying positive and maintaining strong working relationships with callers.
Sharing the Love
I am not the only one that loves our customer service staff; here’s how others have proclaimed their love.
“You really helped me this morning more than you’ll ever know. Things are really rough right now and kind words from a complete stranger is what I needed to hear. I am usually the strong person encouraging everyone and it is nice to know there are other people who are willing to do the same.”
— Anonymous Caller
“A representative could not stop talking about the level of service she received from The Alliance. She stated that the customer service staff consistently exceeded our member’s expectations and made my job so much easier at resolving issues that may occur.”
— Mutual Agent/Broker
“It is always a pleasure to hear about such service, and it aids us in business development knowing our team is going above and beyond for our members and their employees.”
— Business Development Manager, The Alliance
Real People, Real Help
At The Alliance you won’t hear an automated voice and go through prompts requesting you to shout “yes” or “no” into the phone. You will hear a real person that truly wants to help solve your issue.
Meet our customer service staff and call them today with any of your questions. They will work hard to leave you with a smile on your face. It always works for me.
In addition to her work at The Alliance, Tierney is an active member on The Business Forum, previously serving on the board and acting as senior chair for the ATHENA committee. Tierney also participates in the Advertising Federation of Madison and the Pancreatic Cancer Action Network of Madison.
Tierney earned her bachelor's degree of business administration from the University of Wisconsin-Oshkosh with an emphasis in information systems and a certification on the Project Management Body of Knowledge.
Read blog posts by Tierney.
Latest posts by Tierney Anderson
- Illinois patient shares his QualityPath story - December 12, 2017
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- Provider Webinar Offering: Get to Know the AJRR Better - October 26, 2017