With 60% of consumers expecting better customer service than they did just a year ago, organizations that are focused on training and development around client interactions are poised for stronger, longer term ROI.

Great customer service includes assisting clients through complex, and frequently, emotional processes – such as healthcare claims.

We sat down with Susan Long, VP of Learning Solutions at United HealthCare, to discuss how her team addresses customer service training internally, while also combating the emotional fatigue typical in a health service industry.

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