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It’s a core management belief – if you want to change the behaviors of employees, you need to reward and recognize those desired behaviors, because some people are motivated by the carrot, by the incentive. Benedictine University is applying that philosophy to its customers – namely, its students. In the article Benedictine University Announces Student […]

Every year Customer Service Solutions custom-designs and delivers customer service training, and when I’m facilitating classes, I find myself saying a certain phrase more and more – “That’s true, but is that helpful?” Usually we end up discussing this when we talk about how to deal with customer complaints, anxious customers, or the irate customer. […]

The nurses.com article Discharge calls help nurses affect readmission rates, patient satisfaction notes that an increasing trend of calling patients post-discharge is having positive effects on patient outcomes and satisfaction. At one hospital, the calls involve social workers contacting patients to gauge the patient’s mindset (“psychosocial” state) as well as determine whether they’re getting their […]