There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to find a Listening with Heart mini-poster, which you may download and print.
Answers from frontline reps — Customer experience. In our department, two of the most important things monitored and measured are member experience and time management. Member experience refers to how the member was treated and assisted during the interaction with our Member Service Representative (MSR). Did the MSR actively listen to the member, treat them as a…Continue reading