Guided by the CPIC service value proposition of "Responsibility, Wisdom and Warmth", CPIC Health Insurance actively implements the key points of consumer rights protection. The front-line staff who face customers are also craftsmen to create ingenuity services, think about what customers want in their daily work, and are anxious about the needs of customers. They are like "mortal glimmers", although they seem small, they can gather into a powerful force, writing a wonderful chapter of "CPIC service".
Chen Juan is a customer service representative at Pacific Health Insurance. In April last year, a foreign customer in Wuxi called to ask for medical services. After Chen Juan learned about her condition, she made an appointment for the special outpatient clinic of Wuxi People's Hospital, and because her symptoms did not improve after the consultation, she took the initiative to make an appointment for Suzhou BenQ Hospital for multiple visits, and continued to track the customer's medical treatment. When she learned that the customer's illness needs to be long-term, she responded to the customer's request to transfer to a hospital in Shanghai in a timely manner, considering the language restrictions of foreign customers, Chen Juan deliberately chose a doctor with foreign language ability when making an appointment with a doctor, and her thoughtful service allowed her to gain repeated recognition from customers. In the process of dealing with customer needs, we not only pay attention to the solution of problems, but also pay more attention to the mood and feelings of customers, and give care and comfort as much as possible, which is the common service principle of customer service representatives.
If the ** customer service is from remote care, then the resident representative is a closer service that tests the ability more. Pacific Health Insurance has set up exclusive on-site services in nearly 20 tertiary hospitals in Shanghai, Beijing, Hangzhou, etc., to provide customers with high-quality on-site medical treatment and claim application assistance. In August last year, the customer Ms. Zhong came to the hospital in a panic due to the tight time of the treatment, Cao Yifan relied on his understanding of the medical treatment process to help the customer to give priority to the treatment as soon as possible. After the completion of the treatment, Cao Yifan learned that he needed to be hospitalized for surgery, and immediately assisted the client in sorting out the relevant hospitalization materials and processed the application for pre-authorization, so as to ensure that the customer was admitted to the hospital for surgery smoothly after returning from a business trip. With his diligent and pragmatic work attitude and meticulous service, Cao Yifan successfully solved the customer's emergency medical treatment problem and won the customer's gratitude and affirmation for the on-site service work.
Adhering to the customer-centric and responsible service attitude at all times, the front-line service staff of Pacific Health Insurance have passed on the warmth to customers with sincerity and professionalism, and their efforts have not only been recognized and appreciated by customers, but also continuously injected new momentum into the consumer protection service system of Pacific Health Insurance.