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/