"Measuring shows us that people are making real steps"
Klant Contact Services is the customer service center which addresses customers of Zilveren Kruis and Centraal Beheer. Health insurers face a lot of emotional reactions and questions when talking to customers. Therefore, it is important for customer service representatives to pay sufficient personal attention to and empathize with the customer, before reacting to the content of the reaction or question.
Employees of the customer service center of Zilveren Kruis follow a training to improve these empathic skills.
Sophie Hendrix, Consultant Learning & Development at Klant Contact Services (KCS) initiated the program and shares her experiences in this case study.