Responding to negative customer feedback with empathy: Tom's story

#BeYouAtBupa is a treasure trove of stories and inspiration from within Bupa Health Insurance, Bupa Aged Care, Bupa Dental, Bupa Optical and Bupa Therapy. Today, we're sharing Tom's story.

Tom works in Active Service Recovery in the Customer Service team. 

I always thought I’d end up as an academic or doing something creative, I studied history and I love writing and painting. In the end it felt like I spent most of my time focusing inward when there’s a whole world out there. Working in customer service gives me a good balance.

My job is to call back customers who give us negative feedback, 3/10 or below. When I tell people what I do their first response is usually, ‘I don’t know how you do it’. It’s mostly just listening though, really listening, and having empathy. 

I recently spoke to a woman who had been in hospital for the first time. It was a confusing and overwhelming time in her life, I think she felt quite powerless. We went through every aspect of her cover together until I knew that she understood how it works. Those are my favourite calls, when you can get to know a customer’s experience and help them to be in control of their health care journey.
Tom, Active Service Recovery, Customer Service Contact Centre Melbourne

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