A maternity healthcare giant achieves higher customer satisfaction with AntWalk's C.A.R.E. Program - Experiential Learning Blogs | Corporate Learning | L&D Trends & Insights | AntWalk Case Studies
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A maternity healthcare giant achieves higher customer satisfaction with AntWalk’s C.A.R.E. Program

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

A maternity healthcare giant achieves higher customer satisfaction with AntWalk’s C.A.R.E. Program
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:
  • Limited customer centric focus: Processes like scheduling, billing, and support lacked a personalized touch, leaving customers feeling like numbers
  • Communication Silos: Information sharing between departments wasn’t always smooth, leading to inconsistencies in communication with customers
  • Unidentified Customer Concerns: Current procedures didn’t effectively capture patients’ unspoken concerns, limiting the client’s ability to improve the customer experience
How AntWalk Helped
Live class

6 comprehensive sessions covering essential skills such as customer-centric mindset, relationship building, and closure strategies

Curriculum

Sessions conducted by an expert from healthcare along with the mock session 

Experts

Interactive sessions for role-playing, real-world scenarios, and interactive modules for effective learning 

Projects

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%
Live class

of learners praised the content coverage

91%
Curriculum

of learners would recommend the program

78%
Experts

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:
Impact a
Happier Customers: Increased customer satisfaction through improved communication, empathy, and addressing needs effectively
Impact b
Stronger Relationships: CCEs built stronger rapport and trust, fostering a more positive CX customer experience
Impact c
Enhanced Efficiency: Effective negotiation skills and closure strategies streamlined interactions, leading to better outcomes
Impact d
Increased Loyalty: Fostered stronger customer relationships and loyalty to the client
blockquote
Very informative and educative session.. the entire session was very engaging. It will really help in future experiences
~ Brinta Roy
blockquote
Very active class we had in two days. It helped me understand the care and communication with customers
~ Dinesh A
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Ishika Rastogi

I am an avid marketer, who waltzes through the world of global trends, weaving insights into captivating words. When not in the digital spotlight, I trade marketing buzz with the dance moves, cherishing life with my puppy.