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When You’re the Educator, What Should You Teach? - 1/21/25


The best customer service professionals are also excellent educators.  Not only within the organization, but I’m talking specifically about the role they play as educator with their customers.  With all the self-service options that technology provides, customers often have the opportunity to do things on their own, to investigate Read more

Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

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

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Making the Computer the Patient’s Friend

Posted on May 22, 2013 in Business Advice, Healthcare Please leave a comment

I had migraines – bad ones. It got to the point where I was taking aspirin almost daily, temporarily getting rid of the headache but also having painful effects on my stomach.

So my wife “encouraged” me to see a migraine specialist (or – as I put it – my headache doctor). And – over time – it worked; I haven’t taken an aspirin since that first visit 5-6 years ago, and my headaches rarely come back. But the reason I’m sharing this is that I read a study recently that reminded me of my headache doctor.

In 2012, the American Medical Association came out with a report on the use and impact of computers in exam room interactions between physicians and patients. The first time I ever had a physician appointment where a doctor utilized a computer in the room during my appointment was with my headache doctor. She used it to document notes, write prescriptions, review my history, and do many other tasks while I was with her – but it was never an issue. She used it well…

  • She positioned the computer where I could see what she was doing (so I didn’t have concerns about what she was documenting)
  • She didn’t complain about the computer (so there was no negativity added to the conversation)
  • She explained what she was doing (so I knew the reason she was documenting while I was present)
  • She was effective at navigating the application (so that the process didn’t delay treatment)
  • And she balanced her viewing of the computer with her eye contact with me as she typed (so I continued to feel important to her).

These are good lessons for anyone using the technology in front of the customer. The computer (or tablet or smart phone) doesn’t have to be a barrier to great customer service. It just needs to be used correctly.

Make the computer the patient’s friend.

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


Patient Satisfaction Issues? They’ve Got Your Back

Posted on March 21, 2013 in Business Advice, Healthcare Please leave a comment

Patient care is a huge driver of patient satisfaction in any healthcare business. The patient and family want you to alleviate their pain, address their malady, and fix their broken bones.

But what also drives patient satisfaction is what surrounds the patient care. It’s the person, the process, the facility, and communications. In the article 6 Ways Spine Surgery Centers Can Increase Patient Satisfaction, many of these types of factors are addressed. Here are their 6 key recommendations with our interpretations:

  • Communicate with patients throughout the process – Manage perceptions during those wait times; help to relieve anxiety through communication.
  • Pick the right support staff – It’s easier to train on a skill than on an attitude; make sure employees with great attitudes, organizational skills, and communication skills are the ones that are customer-facing.
  • Cater to caregivers – Realize the link between employee satisfaction and the experience those employees provide to their customers.
  • Follow up – Confirm satisfaction, identify issues, and expedite issue resolution.
  • Take feedback seriously – Use the feedback not just to address that one situation, but also use it to implement permanent solutions to recurring issues.
  • Only work with likeminded third parties – Realize that partners’ performance reflects on you; partner with those that share your customer service philosophy.

To satisfy the patient, create strategies that go well beyond the patient care.

Interested in improving your patient satisfaction? Check out: http://cssamerica.com/csshealth.htm


Patients Say “Call Me…Definitely”

Posted on February 28, 2013 in Business Advice, Healthcare Please leave a comment

Improve patient satisfaction by calling the patient after they’ve left. That’s the conclusion of a study referenced in Becker’s Hospital Review. Emergency Department patients noted an average satisfaction rating 8.3% higher if the E.D. physician called or e-mailed the patient after the visit, and the scores were actually higher for the e-mail follow-up!

Many people say that customer service is about the service you provide when the customer is right in front of you, when the transaction is occurring, in that “moment of truth.” But this study shows that you can create your own moments of truth. You can be proactive, reaching out to the customer, and engaging them after the visit or the sale or the encounter.

Remember that customers make their decisions to go back to your business, to call you and place an order, or to renew a contract with your business when they’re at home or work or somewhere other than your business. So by reaching out to the customer, you are impacting their opinion where they make their decision.

Don’t limit your perspective of customer service to focus purely on what to do while the patient’s with you.

Contact the patient after the visit to impact their satisfaction.

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


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