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
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.