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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

Our client, renowned for its exceptional medical care, aimed to upgrade its customer experience beyond clinical excellence. While their customer care executives (CCE) provided top-tier treatment, a gap existed in fostering a seamless and patient-centric experience throughout the customer experience cycle. Here’s a closer look at the specific challenges the client aimed to address:

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:

  1. CARE Framework: Connect, Anticipate, Respond, Empower
  2. S.A.V.E Approach: Solution, Access, Value, Education
  3. Customer Needs Analysis (CNA): Understanding customer requirements
  4. Negotiation Canvas: Structured negotiation training
  5. Customer Journey Mapping: Visualizing customer interactions
  6. Empathy Mapping: Understanding customer emotions
  7. 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:

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

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