Humanity You Can Hear

Klaverblad’s promise was clear. The next step was to ensure that customers experience that human touch in every interaction—in the language used, the tone of voice, and the way employees put themselves in the policyholder’s shoes.

Human customer interaction means something different in every team. A general training program wouldn’t address that, so we first needed to clarify what that goal actually means in day-to-day work.

Together with senior management, we defined exactly what people-centered communication means for Klaverblad and coordinated this with the marketing department. We also spoke with all the managers involved to gain a thorough understanding of how each team operates in practice.

Unfurl and Certin translated those insights into customized training programs. Employees practiced conversation techniques, applied Leary’s Rose, and worked through scenarios from their own work. Through extensive practice, in particular, the ambition was transformed into concrete behavior.

The training sessions were followed by on-the-job coaching with immediate feedback. Coaches and managers participated in a train-the-trainer program, and peer review sessions helped them continue learning together.

• Understanding: Working Together to Define What “People-Centered” Means
• Practice: Working with Real Conversations from Each Team
• Coaching: Providing Immediate Feedback During Daily Work
• Borgen: Helping Coaches and Managers Continue to Build

The conversations became more personal and easier. As a result, employees were able to help customers more effectively and often keep conversations shorter.

You can tell which insurer is the most people-oriented just by talking to them on the phone.