Great customer service in healthcare is essential but includes added expectation thanks in part to the sensitivities and vulnerabilities associated with the industry. People want to be treated with respect and empathy and have easy access to reliable, accurate information. But providing this type of experience can be a challenge when you have thousands of employees across multiple business units. How do you make sure each customer gets the same top-notch experience during every interaction?
Sam Anderson, Director of Customer Experience Learning and Development at Cardinal Health, joins JD Dillon to share his team’s award-winning approach to customer service training. Sam explains why it’s important to start with the end in mind by identifying critical business metrics to measure the impact of your learning strategy. He breaks down the key components of the company's EASEE program and explains how they applied microlearning and coaching to reinforce key customer service skills.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.