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Change on the Fly - 5/30/23


Situational service requires some advanced engagement skills.  It involves seeing each situation independent of any others, reading the moment, and changing on the fly to create the best possible customer experience and outcomes.  So, what are some keys to situational service?  Keep these guiding principles in mind: Start Open-minded: When Read more

Try an Empathy Exercise - 5/23/23


We often note that empathy is the most important quality to have in order to be great at customer service.  Empathy enables you to view people uniquely.  It helps the customer not to feel like just a number.  And the more we can view people as individuals, the better Read more

Time is of the Essence - 5/16/23


Time is precious.  There’s no time like the present.  Your time is valuable.  Timing is everything.  Children spell “love,” T-I-M-E. There are many great quotes that reference time.  And part of the reason is that time can be considered somewhat finite; at least within the day, it’s a limited resource.  Read more

Perpetuate Positivity with the Customer - 5/9/23


We’ve written many Tips on how to deal with various negative customer emotions.  Those emotions could reflect anger, fear of the unknown, upset, anxiety, or nervousness.  But instead of talking today about how to deal with their negative emotions, let’s talk about how to engender some positive emotions. We want Read more

Are You in a Position? - 5/2/23


Last week’s Tip compared Perspectives and Positions, and we noted that when people have a perspective on a given topic or issue, that’s often useful.  However, when people are more focused on their position, things can get testy. One topic we didn’t fully address last week was the definition of Read more

De-escalating Conflict in Customer Service - 4/25/23


Conflict can be very healthy and productive.  You and your customer are taking different perspectives, but if you have the same goal and you focus on what you’re trying to accomplish, the different perspectives may lead to an interesting approach or a mutually-beneficial solution. If the decision was up to Read more

Why a Home Run Swing Whiffs - 4/18/23


ACME Tree Service showed up at Nancy’s house to provide an estimate for trimming some trees.  The sales consultant looked at the trees and their proximity to the house, and he quickly wrote up a bid.  Heavy trimming on 9 trees.  Heavy price tag.  It was a quick conversation Read more

Communicate Crisply - 4/11/23


I try to make these tips around 300 words, but oftentimes I’m North of 400.  I work hard to pare down the words because I don’t want one or two core points being lost in a barrage of verbosity. Phrases like lost in a barrage of verbosity are the things Read more

Improve Co-worker Rapport to Improve the Customer Experience - 4/4/23


The movers were packing up the house.  It was a stressful time for Janine.  She was having to move her aging parents to a new city in a new State to help care for them.  The parents were leaving behind friends and a community where they’d lived for most Read more

G.A.B. – The Survey Guiding Principles - 3/28/23


You’re excited!  The company has okayed your conducting a survey, and you immediately think of a half dozen questions you want to ask every customer.  You document your questions, get input from others, and all of a sudden you have a Word document with 36 questions instead of 6.  Read more

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Technology Helps to Keep Customer Relationships Healthy

Posted on May 12, 2010 in Business Advice, Education, Healthcare, World of Customer Service Please leave a comment

With the passing of Healthcare Reform, medical practices are bracing themselves for significant increases in appointments and workload as tens of millions more Americans anticipate acquiring health insurance. Having insurance eliminates a key barrier to utilization of healthcare services, so volumes should increase; yet there’s no guarantee that revenues flowing into medical practices will increase at the same rate as their workload.

So the question is how do they operate more efficiently? One key productivity driver in most businesses is the use of technology. Any many practices will use technology not only to become more efficient, but they’ll also use it to improve their customer relationships.

Technology can provide this dual role (increasing efficiencies and customer satisfaction) for virtually any business.

The practices will rely more and more on technology to send out appointment confirmations via e-mail. Reminders will be sent of the appointments as the date draws near. Satisfaction surveys will be launched post-visit via e-mail invitations. The practices will get more automated in their communications with their customers to ensure patients are prepared for their appointments, arrive, arrive on time, and provide feedback after the visit.

Think of how this applies to any business. The local courier service could use technology to keep their customers up-to-date on the stages of the order, pickup, and delivery – thereby eliminating most incoming/outgoing phone calls requesting status. The car dealership could use technology to ensure that the customer shows up on time and gains feedback on their experience while it’s fresh on the customer’s mind. The university’s admissions department could use technology to ensure that the prospective student and her parents know how to navigate the campus, understand where to access financial aid forms, and are kept up-to-date on the financial aid evaluation and admissions status.

Technology can be a great driver of efficiency, but it can also be a great communications tool with customers to keep them up-to-date and to keep your organization looking responsive to their needs.

Use technology to keep your customer relationships healthy.

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