Customer Care – Incorporating Empathy into Customer Care – Ameren Illinois – Webinar Summary – 2018

In early 2016, Ameren Illinois embarked on a new customer empathy initiative. The goal of the initiative was to improve customer care by helping employees acknowledge personal disclosures from customers in a healthy way, thereby building deeper and more meaningful customer relationships.

Dr. Carla Campbell-Jackson, Senior Manager, Becky Miller, Quality Assurance Supervisor, and Jody McHatton, ­Quality Assurance Advocate, discussed the company’s training efforts during a 2018 Chartwell webinar.

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