Providing high-quality customer service during a time of crisis.

The tumultuous fall into receivership of Harvard Pilgrim Health Care, and its subsequent financial rise, has been well documented. One of the principal concerns in situations of financial upheaval is how to ensure that staff and customers maintain a positive attitude toward the troubled health plan. An insider at Harvard Pilgrim provides a glimpse at the steps that were taken to ensure high-quality customer service and to retain valuable staff.