A maternity healthcare giant achieves higher customer satisfaction with AntWalk’s C.A.R.E. Program
Empowering CCEs, building loyalty, and driving success through customer experience training
The Business Objective
- Limited customer centric focus: Processes like scheduling, billing, and support lacked a personalized touch, leaving customers feeling like numbers
- Communication Silos: Information sharing between departments wasn’t always smooth, leading to inconsistencies in communication with customers
- Unidentified Customer Concerns: Current procedures didn’t effectively capture patients’ unspoken concerns, limiting the client’s ability to improve the customer experience
How AntWalk Helped
6 comprehensive sessions covering essential skills such as customer-centric mindset, relationship building, and closure strategies
Sessions conducted by an expert from healthcare along with the mock session
Interactive sessions for role-playing, real-world scenarios, and interactive modules for effective learning
Leveraged 7 industry frameworks for enhanced learning and application
Recognizing the need for a more customer-centric approach, AntWalk designed a comprehensive two-day customer experience training workshop for their CCEs. Led by a renowned healthcare expert, the program delved into six key competencies:
The interactive sessions, featuring role-playing exercises and real-world scenarios, ensured the skills learned were immediately applicable and directly relevant to the daily interactions CCEs face.
Frameworks used and implemented by industry:
Our industry experts provided in-depth guidance on implementing and leveraging key frameworks such as:
- CARE Framework: Connect, Anticipate, Respond, Empower
- S.A.V.E Approach: Solution, Access, Value, Education
- Customer Needs Analysis (CNA): Understanding customer requirements
- Negotiation Canvas: Structured negotiation training
- Customer Journey Mapping: Visualizing customer interactions
- Empathy Mapping: Understanding customer emotions
- Proactive vs Reactive Approach: Anticipating customer needs
100%
of learners praised the content coverage
91%
of learners would recommend the program
78%
Average NPS Scores Ranging From 78.57 To 100
Impact
95% of participants reported increased proficiency in customer interaction skills. The C.A.R.E. Program, designed by AntWalk, delivered significant improvements in key areas:
- Happier Customers: Increased customer satisfaction through improved communication, empathy, and addressing needs effectively
- Stronger Relationships: CCEs built stronger rapport and trust, fostering a more positive CX customer experience
- Enhanced Efficiency: Effective negotiation skills and closure strategies streamlined interactions, leading to better outcomes
- Increased Loyalty: Fostered stronger customer relationships and loyalty to the client
Very informative and educative session.. the entire session was very engaging. It will really help in future experiences
~ Brinta Roy
Very active class we had in two days. It helped me understand the care and communication with customers
~ Dinesh A