You just received the letter from Anthem Blue Cross. The opening line:  “We’d like to thank you for choosing Anthem Blue Cross. We value the trust you have placed in us.”

Ok. You have that last sentence? Now, you go ahead and read that your monthly
premium will be going up starting March.

No explanation. Nada. Nothing. Zippo.

You call the “customer service” number. What a surprise: the representative reads
the same letter and has been given no explanation either!!! You are told it could
be your birthday (which was 6 months ago), the government (a likely foil), or your
geography.

The poor customer service rep has been given no clue. And you are left feeling
_____ (fill in the blanks).

The arrogance to use the word “trust” is beyond belief. How can you trust someone
who reaches in your pocket and pulls out money with no explanation. To be sure,
it’s a small amount. Yet, I believe if leadership can’t handle small things, what
faith do I have they can handle big things?

PS: Google the salaries of CEO Anthem Blue Cross (the merger with WellPoint).
A slippery slope indeed.  Trust? Bah. Humbug.

First published at: Another Bonehead Customer Service Strategy.

About Eileen McDargh

Since founding McDargh Communications & The Resiliency Group Eileen McDargh has helped organizations and individuals transform the life of their business and the business of their life through conversations that matter and connections that count.

Her programs are content rich, interactive, provocative and playful—even downright hilarious. She draws upon practical business know-how, life's experiences and years of consulting to major national and international organizations that have ranged from global pharmaceuticals to the US Armed Forces, from health care associations to religious institutions. She is the author of six books, including Gifts from the Mountain: Simple Truths for Life's Complexities ,a Benjamin Franklin Gold Award winner. A training film based on this book was awarded the Silver Telly, the highest award for commercial productions. Her latest book was written to help everyone who is stretched too thin by competing demands My Get Up & Go Got Up & Went. As a business author and commentator, she’s appeared on network news, on radio programs and in business journals and in major metropolitan newspapers .


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