Healthcare | Customer Service Solutions, Inc. - Page 14

Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

Hospitals Must Care About More Than Clinical Outcomes

Posted on in Business Advice, Healthcare Please leave a comment

You go to a hospital with a broken bone, and you expect them to heal it. You go to the E.R. with pain, and you expect the pain to be relieved. You get admitted with an infection, and you expect them to provide a cure.

These are all clinical outcomes. They are all the reasons why patients go to hospitals. They are the ultimate product of the hospital.

But they are not all that matter to the customer. In a way, they are the most basic expectation of the patient. Why would a patient go to a hospital with a broken bone, pain, or an infection if they DIDN’T expect to get this issue remedied?

In the article “Quality hospital care doesn’t ensure patient satisfaction” (on www.fierehealthcare.com), the point it made that what drives patient satisfaction often has little to do with the quality of the care itself. Florida ranks 8th nationally in quality of care, but it ranks 49th in patient satisfaction according to the study quoted in the article. "This conclusion underscores the need for hospitals to engage in regular patient satisfaction surveys rather than assume patients are satisfied with their medical care simply because the hospital meets a particular standard of clinical quality," the study’s authors wrote.

Think about your hospital, your organization, your business – even if you don’t work in healthcare. Just because the patient got the medication at your clinic doesn’t mean they’d like to return to your location. Just because the fan liked the team’s performance on the basketball court doesn’t mean they’re a raving fan of your organization. Just because the student liked the course he took doesn’t mean he loves your community college.

Think beyond the product when you’re thinking about how to drive higher levels of customer satisfaction, loyalty, and repeat business. Survey and engage in improvement efforts which address service processes and staff as well.

Go beyond the product.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

Check out our new customer service book at http://www.amigreatat.com/


Customer Waits Without the Hate

Posted on in Business Advice, Healthcare Please leave a comment

We’ve been saying it for years, and now more studies are beginning to confirm it. While customer wait times can be a cause for frustration and anger, organizations can positively impact the customer’s emotions, even if they don’t shorten the wait.

Take a hospital Emergency Room, for instance – one of the most vivid examples of the aggravation that is long waits. You fell off a ladder or were shot with a BB gun; you have a 103 degree temperature or a pain in your side. There are MANY reasons why you could be in an E.R. without a life threatening condition. Be prepared to wait…and wait…and wait.

In an article titled “ER wait times rise; proper communication soothes dissatisfaction” (http://www.cardiovascularbusiness.com/index.php?option=com_articles&view=article&id=23342&division=cvb&division=cvb), a 2009 study noted that E.R. wait times nationally continue to increase, now standing at 4 hours 7 minutes. That makes that 20 minutes of telephone hold time for your cable company not seem so bad now, doesn’t it? Well maybe it still does.

One interesting fact about the study was that patients who waited 3-4 hours had similar patient satisfaction levels as those waiting less than one hour. How could this be? Well according to the study authors, “frequent, proactive communication improves both the quality of patient care and the manner in which patients perceive their care." The communication helps the patient “understand the processes within the emergency department environment and shows them that staff has not forgotten them.”

Remember, satisfaction in any business is a measure of perception (as much or more than a measure of reality). How can you positively impact your customer’s perception of you and your business? When it comes to wait times, we have a key answer – it’s frequent and proactive communication.

Convey you care by keeping in touch with your customer.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

Check out our new customer service book at http://www.amigreatat.com/


Decrease Paperwork. Increase Patient Satisfaction.

Posted on in Business Advice, Healthcare Please leave a comment

Paperwork – it’s one of the biggest roadblocks to patient satisfaction. You’re having pre-admission testing at the hospital. You’re getting registered for outpatient surgery. You’re there for treatment or a diagnostic procedure. And all the while – in this age of technology – you’re filling out the same information on paperwork over and over and over again.

Processes and the paperwork involved are huge drivers of dissatisfaction in hospitals and other healthcare facilities. The Valley Health System in Nevada is attempting to shorten the timeframe and paperwork involved in checking in for appointments. They’re adopting self-service entry as an option at its five hospitals.

Patients can enter information into a kiosk, sign consent forms, make payments, confirm insurance information, etc. Keep in mind that this essentially automates a manual process, but it does so in such a way as to eliminate some employee instructional involvement with the customers, engage the customer during waits, automatically update information in the hospital’s computer system without the employee having to key the data, and increase quality of data input.

You can draw several conclusions from the www.marketwatch.com article (http://www.marketwatch.com/story/the-valley-health-system-improves-the-patient-experience-with-self-service-check-in-from-ncr-2010-06-22?reflink=MW_news_stmp).

But the main conclusion I want to highlight is this – paperwork is a dissatisfier. Question EVERY piece of paper you create, every manual form you use, every data entry procedure that starts with someone writing information on a piece of paper.

Question EVERY piece of paper. It’s about more than “going green.” It’s about productivity, patient (customer) satisfaction, process quality, and reducing perception of wait time.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/