Medigap Advisors Wins Accolades for Toppling Abominable Customer Service with a New Personal Touch

Aug. 29, 2011 - PRLog -- Retail industry consultant Jack Abelson calls the state of U.S. customer service “Abominable.”  Abelson laments, “There is an almost complete failure to recognize and appreciate the value people can bring to the equation.”  He maintains that good customer service is “a profit producer,” and the leadership at Medigap Advisors agrees.  From assigning a single Personal Advisor to help a Medicare beneficiary on a permanent basis to hosting live Question and Answer Teleseminars, Medigap Advisors offers a new paradigm for customer service.  

While the trend in U.S. business has long been to strip customer service down to a convoluted phone menu and outsource to other countries, the leading online specialist in ways to supplement Medicare has done the exact opposite.  Medigap Advisors has replaced technology with people, and the latest word from consumers shows that Medigap Advisors got it right.

More than a million complaints flooded into the Better Business Bureau last year for a 10-percent increase over 2009.  According to the July issue of Consumer Reports, 64 percent of U.S. shoppers are walking out of stores for lack of assistance and 67 percent are hanging up on calls without getting help with problems.  

Just over a thousand adults were surveyed by phone this March to gauge the state of customer service in the U.S.  The results published this July point to the biggest problem being just getting to a person through phone menus.  Nearly three-fourths of the survey participants (at 71 percent) said not being able to talk to someone by phone was tremendously annoying.  Convoluted voice-messaging systems irritated those over 50 the most.

In sharp contrast, Medigap Advisors has replaced phone menus with a receptionist who gets callers to a licensed agent as quickly as possible.  Even contact with agents is atypical here.  Consumers are welcome to ask a few quick questions, but whenever they need more in-depth analysis, they are assigned a Personal Advisor to help them on a permanent basis.  Rather than be bounced from one rep to another, Medicare beneficiaries can get all the answers and assistance they need from one person who is familiar with their situation.  

Despite the trend toward dispersing responsibility for customer service across a barrage of operators, agents with Medigap Advisors are held accountable for providing the highest level of customer care.  The company regularly requests feedback on interaction with advisors and that feedback goes straight to the company president.

More personal interaction and greater follow up on how consumers describe their experience with the company pushes Medigap Advisors to hone its expertise.  That doesn’t just include staying up-to-date on the changing laws and plans that come to market to supplement Medicare.  It also requires developing superior personal interaction skills.  These skills will be on display at the next live teleseminar on Tuesday, September 6, at 5 PM Eastern.  Medicare beneficiaries, children of parents approaching retirement and other caregivers can ask questions during the Question and Answer Session.  Registration is available at www.MedigapAdvisors.com/teleseminar.htm.

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About Medigap Advisors:

As the nation's leading independent online expert on supplementing Medicare, Medigap Advisors offers personal service to help Medicare beneficiaries strip the mystery from Medicare.

Along with beneficiaries, children of parents approaching retirement and other caregivers may participate in live Question and Answer Sessions during the monthly How to Get the Most from Medicare teleseminar. Registration is available at www.MedigapAdvisors.com/teleseminar.htm.

Medigap Advisors also provides confidential consultations to compare coverage options from different insurance companies by calling 1-866-323-1441 between 9 AM and 11 PM Eastern. In addition, powerful online tools to cut the cost of healthcare are available at http://www.MedigapAdvisors.com/member-benefits.htm.