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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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Tell the Patient What to Expect

Posted on December 7, 2011 in Business Advice, Healthcare Please leave a comment

A UK physician practice that had won a Customer Service Excellence Award addressed what they did to ramp up customer service in a PULSE article. In a nutshell, this is what they did:

  • They decided they wanted to win an award for customer service.
  • They did research with patients via interviews and surveys to determine what the patients wanted out of the customer experience.
  • They determined what needed improvement in the eyes of the customers.
  • They used this information to define expectations (or customer service standards or policies) that patients should have of their experiences with the practice.
  • But they also used this information to define expectations (or customer service standards or policies) that the practice had of patients.
  • They trained staff and changed processes to ensure that they could meet these expectations.
  • Then they continuously publicized these expectations.

Pretty simple stuff, right? Another way to view this approach is the following:

  • Define a Rallying Point (a near-term goal that explains why change needs to occur). Staff can buy-in to change a lot better if they understand the “why behind the what.”
  • Ask the customer what they want and expect.
  • Improve performance to address those expectations.
  • Define and communicate expectations that customers have of you…and that you have of customers.
  • Then deliver, deliver, deliver.

Create your own plan to become great at customer service.

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

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


Let the Patient Decide How Much You’re Paid

Posted on November 17, 2011 in Business Advice, Healthcare Please leave a comment

In the Ocala.com article Medicare gives hospitals an incentive to please patients, the author notes how “Munroe Regional Medical Center officials in Ocala said the overhauled health care law could result in about $700,000 annually in lost Medicare revenues or as much in additional incentives, based on how other hospitals nationwide fare.” The Medical Center has about 400 beds, to that’s roughly a $1.4 Million swing for a 400 bed facility (or about $3,500 per bed per year).

Medicare will be basing its reimbursement on several aspects of performance including quality and patient satisfaction. And much of the feedback on which the reimbursement is based comes directly from patients and family members. Let me restate this – $1.4 Million in reimbursement is dependent on the customer’s perception.

Think of it this way – hospitals get paid for its procedures, treatments, medicine, etc. But soon, how much they are paid for those procedures, treatments, medicine will be based on the customer’s opinion. It’s almost like the patients are naming the price for the care they’re receiving.

Think about this relating to your business. Imagine that your customer could determine how much you’re paid for each encounter with your organization based on the quality of the product and their experience with you. Would you look to find ways to improve the quality of your products and services? Would you try to improve the attitudes and customer service skills of your staff? Would you try to make your processes quick and seamless? Would you try to be better than you are now?

I hope you just said “Yes” 4 times.

For most hospitals, they need to ensure that their staff (clinical and non-clinical) are well-trained in customer service skills, principles, and techniques. They need to ensure that processes are simple and self-evident. They have to create a culture of caring for the customer. They have to hire staff focused on the patient as much as the arm being X-rayed. They have to incent staff to create a great experience and hold them accountable when they don’t. They have to have management who understands how to create a culture of customer service as well as how to model Service Excellence. They have to understand how to redesign customer service processes to be more efficient. They have to communicate smoothly about patient needs and processes. They have to be all about the patient.

If they do these things great, maybe revenues will increase by $700,000; do them poorly, and revenues will drop by $700,000.

Medicare is making it all about the patient. If you’re not in healthcare, thank your lucky stars that you don’t have Medicare.

But still learn this important lesson – make it all about the customer.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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


Easy v. WOW!

Posted on August 4, 2011 in Business Advice Please leave a comment

What do Nike, Bank of America, and Earthlink have in common?

They were all part of a research study recently conducted by the Corporate Executive Board. One of the core focus areas of the study was the link between customer service and loyalty. Although much of the study addressed the call center experience, the key findings were meaty enough for any organization to learn something.

There were 3 key findings I want to highlight:

· Exceeding customer expectations had a moderate impact on loyalty.

· Satisfaction does not predict loyalty.

· Reducing effort has the greatest impact on loyalty.

Again, this is a call center-focused survey, but the key point to glean is that the effort that the customer has to go through to work with your organization (to get their question answered, to get an issue resolved, to go through a process) has a significant impact on their loyalty.

This gets at process. This gets at looking at process from the customer’s perspective. This gets at having an organization that tries to make it easy on the customer to do business with you.

This says that in many cases, “Easy” is more important than “Wow!”

So ask yourself, how easy is it for your customers to do business with you? How easy is it for them to get a question answered, an issue resolved, or to go through a process of yours?

To impact loyalty, make it easy on the customer.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

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


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