Incorporating Empathy into Customer Care
Date: Mar 7, 2018
Time: 2:00 PM ET
In 2016, Ameren Illinois’ Care Centers launched an initiative to incorporate empathy into all forms of customer communication. Aspiring to meet customers’ needs and preferences, the utility’s Quality Assurance, Customer Service leadership and Performance Management Training teams created classroom training, peer-to-peer coaching, visuals and supporting materials to ensure customer service representatives include empathy as part of all customer contacts.
Join Chartwell’s webinar to hear how the empathy program, which took home Chartwell’s 2017 Bronze Award in Customer Service, has increased customer satisfaction, employee engagement and first call resolution.
Dr. Carla Campbell-Jackson – Senior Manager, Ameren Illinois
Jody McHatton – Quality Assurance Advocate, Ameren Illinois
Jody has worked as a Residential Customer Care Representative, Business Center Representative, and has been a liaison to many support groups within Ameren Illinois. She is enthusiastic about coaching her peers and continually works to inspire and engage others to work towards reaching top-tier customer service. Jody utilizes a blend of practical knowledge, combined with creativity, to develop quality mechanisms to ensure successful interactions with customers.
Becky Miller – Quality Assurance Supervisor for the Customer Service Experience, Ameren Illinois
Becky's background in the utility business ranges from Field operations, Training, Business Center, Solution Center, and Contact Center to her current position. Becky is extremely passionate about providing support and guidance to propel AIC towards becoming 'top-tier' in customer satisfaction and employee engagement while providing accurate, consistent, high quality customer experience on each-and-every interaction. Her 20 years of leading people, have allowed Becky to use her expertise to encourage employees to 'Power the Quality of Life one call at a time.' Becky embraces the concept associated with C.A.R.E.—Customers Are Really Everything!