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Healthcare customer service that’s a cure for patients’ anxiety
Going to see your doctor can be an anxiety-causing situation for some people. Such anxiety is something we often overlook in the healthcare industry because it’s difficult to see things from a patient’s perspective at times. After all, patients come to us for caring...
How one bad employee can change a positive experience into a negative memory
Have you ever had an experience that left you feeling, well, sort of blah? I had such an experience. Real World Story: Recently, I was fortunate to stay at a 5-star hotel in Bermuda. After reading the reviews online, I had extremely high expectations. When I arrived,...
Exceptional Medical Customer Service Means Being Your Best Self at the Worst of Times
In the business of healthcare, we are often in contact with people who are at their worst because of pain and the anxiety that comes with it. So it is imperative that we are always our best self. A colleague recently shared the following story. Real world story: “I...
Putting Peace of Mind into Medical Customer Service
I can’t think of a better time when customer service is most essential than when it involves your health, especially when you are getting ready to have surgery. Wouldn’t you agree? A colleague shared the following story with me. Real world story: “My boyfriend...
How to outweigh the BAD with the GOOD for exceptional customer service
Bad things happen to good people all the time. In customer service, we often have to interact with good people who are frustrated and even angry over a bad experience they’ve had. The trick is to turn around their negative situation into a positive outcome. Real world...
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