A training exercise seeking to highlight challenging customer behaviours and effective ways of managing them has been extended to some districts in the Greater Accra Region.
The ongoing training is empowering NHIS staff to sharpen their skills in customer experiences and how to capture their actions to create lasting impressions about the National Health Insurance Scheme (NHIS).
A team of facilitators from the NHIA Corporate Affairs Directorate in collaboration with the Training & Development Department, led by a Client Service Manager Ruth Kukua Ntumy Coleman engaged NHIS staff in Ashiedu Keteke, Kpeshie, La, and Dangme West.
The team spent two days in each district office, and the presentations focused on dealing with difficult customers and enhancing customer loyalty.
Ruth Kukua Ntumy Coleman explained the training exercise basis, “the training has become necessary for three important qualities of customer service centred around professionalism, patience, and a people-first attitude.
Although customer service varies from customer to customer, if you’re following these guidelines, you’re on the right track.” She added that courteous and empathetic interaction with a trained customer service representative could make the difference between losing or retaining a customer.
She urged the participants to take advantage of the exercise and sharpen their skills in retaining NHIS members and convincing people to enrol in the Scheme.
Her co-facilitator Hannatu Mustapha Adams coached the participants on telephone etiquette and dealing with NHIS members via calls or messages.
She backed her presentation with illustrative examples and videos. She gave some tips on how to speak eloquently saying, “It is important to speak clearly and slowly. Do Not Yell, don’t use slang, always listen, use proper titles, and have patience.” Ashiedu Keteke NHIS District Manager, Mr. Christian Asante in an interview lauded the exercise held at the User Polyclinic.
He stated, “My team has invented innovative ways of dealing with pregnant and furious teenagers who visit the district office to either register or renew their membership.” “I am very happy with the training. With my experience, I can manage the Scheme’s members by playing with their minds to get them calmed and then making them feel at home before attending to them.”
“I hope my other colleagues will practicalize it to make the Scheme attractive to nonmembers.” NHIS District Manager, Wisdom Donkor lauded the exercise and called for its sustainability.
The training exercise was interactive and valuable to both the facilitators and the attendees.
The participants pledged to put the knowledge to good use and enhance customer satisfaction.
The main essence of the training is to improve skills and efficiency in answering customer questions quickly and effectively, resolving issues with empathy and care, documenting pain points to share with internal teams, nurturing relationships, and improving the brand credibility of the NHIA.
The ongoing training exercise is in line with the Chief Executive, Dr. Bernard Okoe-Boye’s 5D @ 2D strategy to make the NHIA, the most visible and reliable public organization with the most vibrant staff.