This is a blog by a former CEO of a large Boston hospital to share thoughts about negotiation theory and practice, leadership training and mentoring, and teaching.
Wednesday, October 16, 2013
Secret shopper program needed here
My friend Jacob reports on Facebook about a call with CareFirst Blue Cross Blue Shield (in Maryland):
Me: I don't have that information, can you please call me back in 10 minutes and I will find out? BCBS: This is a call center, we do not have the ability to call you back. Me: Then why did you ask me for my phone number at the beginning of the call? BCBS: That is in case we get disconnected, we can call you back.
A friend inquires: And what was your reply?
Me: I said the connection was bad and asked if they could call back...and they did!