A Proven Customer Service Coaching Model: Services

Using Customer Service Training and Coaching to Drive Results at Blue Cross

Client Case Study

Situation

The Blue Cross and Blue Shield Association is a national federation of 38 independent, community-based and locally operated Blue Cross® and Blue Shield® companies.  The Association owns and manages the Blue Cross and Blue Shield trademarks and names in more than 170 countries and territories around the world.  The Association grants licenses to independent companies to use the trademarks and names in exclusive geographic areas.

They wanted to improve inquiry accuracy, single contact resolution, and repeat calls so that they will ultimately improve customer and employee satisfaction.  And, in parallel, they must sustain and continue to improve results over time.


Approach

Learning and Performance Improvement System focused on customer service training and coaching including:

  1. Strategy and Communication: A multifaceted employee communication strategy executed before and during training, as well as on an ongoing basis after training
  2. Tools: The ongoing use of tools to develop further and reinforce skills
  3. Roles and Responsibility: The clear definition and accountability of coaching roles and responsibilities

  4. Accountability: The development of a balanced set of performance metrics including customer-, employee-, and business-focused measures and goals.

Results

  • 6.7%  improved inquiry accuracy
  • 48.4% decrease of repeat calls
  • 6.1% increase in single contact resolution
  • 10% increase in overall customer satisfaction

Related Information

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations.  Thank you.

Hinda Chalew
Vice President of Marketing

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service

Fujitsu

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

GE

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development

ESCI

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways.  We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

Shire

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

Electrolux

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

I want to personally thank you.  The effective presentations skills and leadership coaching  exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

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