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As COVID-19 continues to spread, it’s difficult to maintain our usual face-to-face approach to great customer service, especially for those of us who work in the medical field. A colleague told me the following story.
Real World Story: “Today I went to physical therapy for the first time. When I arrived for my appointment, I handed the receptionist my driver’s license and insurance card—a fairly standard thing to do when going to see any doctor—or so I thought. The receptionist suddenly shrank back with fear in her eye, then looked at me with disgust and barked, ‘Don’t hand that to me!’ She then told me to hold up my license and insurance card while she typed my information into her computer.
“While I understand that person-to-person transmission of any communicable disease can cause professionals who work with people to be extra careful, I honestly believe that the receptionist could have handled the situation a whole lot better.
“Oddly, she later gladly accepted paperwork from me that she had me fill out. I’m not entirely sure if she simply felt bad about her earlier reaction to me or if the paperwork was magically virus resistant.”
Strategies that Turn it Around:
- Explain new routines. If you change how you check-in patients, then explain to them what the new procedure is. “Thank you for being ready with your driver’s license and insurance card. Unfortunately, I am not able to handle patients’ documents because of the threat of the Coronavirus. Would you mind showing me the documents instead, please?”
- Never let them see you sweat. While you may not remember or know about the 1980s commercial from Dry Idea deodorant, the message still works today. Especially for those of us in the medical field, you should not let patients see your fear. Maintain your composure and professionalism at all times.
Remember: As I’ve often said, customer service is about people helping people. And even in the worst of circumstances, we must strive to provide professional help and great customer service. While you should never put yourself at risk or in a dangerous situation, applying a few simple service tips will go a long way to providing great customer service.
What are YOU doing to ensure that your customer service team members continue to offer great face-to-face customer service during the COVID-19 pandemic?