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Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

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Hospitals Must Care About More Than Clinical Outcomes

Posted on October 7, 2010 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 July 27, 2010 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 June 22, 2010 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/


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