This is due to the low staff turnover at the department.
The customer service department is renewed by the inflow of energy and information from her immediate external environment. The department coordinates with the external environment enabling it to import adequate energy from it for sustainability. The department is the direct link between the clients and the organization. Through these constant interactions, they are able to notify the management on service areas where improvement is necessary and where it is up-to date (Amagoh, 2008).
This involves the reorganization of the system inputs thereby transforming the energies inside the customer service department’s system (Meyer et al, 2010). The maximization of value of health insurance services is dependent on how the customer queries are relayed to the management and how the management responds to them (Amagoh, 2008). The level of communication, competence of staff and the management of this department have been consistently called to question. There is a need for retraining of customer service staff on product knowledge as well as claims processes and procedures. The middle management is congested which delays timely response to client queries, as information must go through numerous channels.
The transformation of the internal systems allows for adequate service delivery. This creates confidence and assurance on the client as regards the quality and reliability of the services of BCBSIL (Sundarasaradula & Hasan, 2004). Due to inadequate communication, incompetent staff and management issues, the customer queries are not properly handled leaving clients complaining of poor services.
The interaction between the systems input-transformation-output processes must establish BCBIL as a consistent organization in attaining its key mission (Meyer, 2010). When the customer queries are received, they are escalated to the management for action and this is ...
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