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Can a BAD Last Impression Ruin a GOOD First Impression?
Good first impressions are critical to great customer service. Don’t let a bad last impression put you on the most critical list! Real World Story: I was feeling great after teaching a customer service workshop for 80 healthcare workers at a large medical group in...
How Favoritism Impedes Customer Service Morale
One of the most common complaints that I’ve noticed from employees and employee surveys during my many years in customer service consulting has been favoritism—the actual or perceived notion that a manager favors some employees over others. Yet, when managers and...
How Kindness Cures in Customer Service
My mother has always said, “Fill them with kindness.” So, it’s no big surprise that this has been my motto my entire life. In support of my mother’s philosophy, recent data now proves the importance of kindness in customer service in healthcare. In his recent article...
How Emergency Room Delivers Exemplary Service
This is a continuation of last week’s blog about my mom’s trip to the Emergency Room https://wp.me/pFwfG-mK From the moment I heard the voice on the other end of the telephone, I felt reassured and at ease. The caller immediately introduced herself to me as EMT...
Company Policy Causes a Trip to the Emergency Room
Have you ever received horrible service that was based on a policy that made absolutely no sense in your situation? Was the policy in your case so far removed from common sense that it simply left you shaking your head in disbelief? Worse yet, was the offending party...
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