COVID-19 is once again surging, with hospitalization rates up 75% since the Thanksgiving holiday. Add to that scenario the flu season and the newly emerging RSV bug, and you’ve got three very scary reasons for the general public to worry. It is, therefore, vital for those in healthcare customer service to ensure that patients have the necessary information readily available and up-to-date when they get sick. The following story was shared with me by a colleague who recently contracted COVID-19.
Real World Story: “I don’t know what’s scarier, testing positive for COVID-19 or trying to find information about what you need to do if you get infected with the virus. There is tons of information out there, so I wasn’t looking forward to wading through it all to get the answers I needed. I have both of my COVID-19 vaccines plus the two additional booster shots—the last being the bivalent dose, which provides protection from the two main virus variants.
“I hadn’t been feeling well for about 24-hours. I had very mild flu symptoms, so I tested myself. It was a late Saturday night, so my doctor’s office was already closed until Monday morning. When I got my positive test result, I panicked over what I needed to do. I googled the next steps I should take, and the CVS website popped up in the search results. I clicked on the link and was pleasantly surprised how well-managed the information was. The CVS site has a COVID-19 treatment services section that states ‘CVS pharmacists can now prescribe Paxlovid to treat COVID-19.’ The section even has a digital screener that guides you step by step for ordering a treatment. I’m no fan of automated systems because they never seem to work as intended. But, boy, was I wrong this time!
“The process on the CVS digital screener was so easy to use. I was able to order a free prescription of Paxlovid (nirmatrevlir and ritonavir tablets). It would be ready at my local 24-hour CVS Pharmacy within hours. Wow! I would never have imagined how easy it was to get the immediate attention I needed. And when I went through the drive-thru to pick up my prescription, the pharmacist guided me through the process of taking the medication. The box contained 5 packets of pills. Each packet was split into two doses, one for evening the other for morning. I was to take the evening pills at night at the same time every night for 5 days. I was to take the morning pills in the morning at the same time for 5 days. What could be easier?
“Testing positive for the COVID-19 infection was a bit traumatizing, but CVS having all the information I needed on its website and then getting a prescription filled within hours of testing positive was remarkable customer service—the best customer service experience I’ve ever had!”
Strategies that Turn it Around:
- Up-to-date information: Nothing is more confusing than outdated information. Always ensure you provide patients with the most up-to-date information that is available.
- Automated systems that work: Nothing is more annoying than automated systems that are filled with glitches. Ensure your automated processes are fluid and function well.
- Knowledgeable staff. Nothing is more untrustworthy than staffers who don’t know their products and services. Knowledgeable staff exude trust and confidence to their customers when they are at their worst.
Remember: Information is power. And having well-managed and up-to-date information is vital to earning your customers’ trust and loyalty.
How do you ensure you deliver exceptional customer service through the information you provide to customers?