The Importance of Engagement and Advocacy in Customer Service

We experience customer service every day: at a local coffee shop, a fast food establishment, retail stores, etc. Creating a good customer experience is far from simple, but it is important to the end consumer.

A lot of companies operate with a “customer first” initiative. In my previous job, we were tasked with making sure each customer feels like they were the first and only call for the day, no matter how many calls we’ve taken and fires we’ve put out. Now, on paper, that sounds great, but, as you know, there is another human being on the other side of that phone line. Maybe we spent the entire day trying to help a client make sure their medicines were in the formulary, so our 50th call may not be our best.

However, as the world is evolving and technology advances, our expectations for service have heightened. In a world of information overload and endless opportunity at our fingertips, instant results are basically expected by the client. For customer service team, this means that low engagement with our clients is not an option, even after 50 calls.

At ARC Benefit Solutions, we believe that prime customer service is dependent on our engagement with our clients. Engagement can be defined in a number of ways, but the most impactful is knowing that your sales representative is taking ownership. As I reflect on my own experience with customer service as a consumer, knowing that the person I am speaking with is working on my behalf to get something accomplished is important for my overall satisfaction. If you are being tossed around from department to department to get a question answered, your overall satisfaction with that company and their customer service is going to go down. Clients want to know that they can rely on one representative to be their Swiss Army Knife who will get the job done.

Engagement also involves the relationship we have with our clients. When someone is looking for a health insurance plan, they are often mostly focused on the cost of the plan, but there is more to your insurance than just the premium. In the confusing world of health insurance, what you really need is an advocate in your corner to help guide you through the process of choosing the right plan that truly fits your needs. You want to be able to pick up the phone and know, on the other end of that line, someone is there that truly wants to help. Being an advocate for your customer is the our definition of customer service.

Our clients are our lifeline to a prosperous and successful business. That’s why we are committed to connecting and understanding our clients’ “why” and their situation. If you are happy with the service that you have received from ARC Benefit Solutions, we encourage you to leave a Google Review! This helps us reach more clients who need an advocate for their health insurance.