Customer Service Within the Healthcare Community

Are you having customer service problems? Are customers’ problems not being resolved? Possibly, you need to change your thoughts?

What are your thoughts including your expectations about your clients to your customer service problems? When you answer the phone, does your voice reflect an outgoing and helpful individual, someone your customer is truly glad to speak with? Maybe, your voice is coated with some anxiety and negative thoughts specific to this customer and historical events?

For example, if you generally think something like this when the phone rings: I wonder what this individual wants? or Here we go again another demanding or complaining client your voice will reflect these thoughts. Let be honest for a moment, would you like someone having those attitudes when you are communicating with him or her?

Does your business have problems specific to customers and poor customer service? Most companies eventually experience unhappy campers both externally and internally.

For example, a problem arises specific to your customer. What actions do you take? Do you solve the problem to your expectations or to your customer’s expectations?

Have you ever asked your customer this simple question: What are your expectations specific to solving this problem? Many times solutions are created that may miss some minute expectations that the customer has and the business does not know because the business failed to ask. Then the businesses work very hard to solve the problem and from their perspective they did everyone possibly, but the patron is still not happy. Customer Service Tip: Your focus creates your reality.

Customer service problems must be solved from the customers’ expectations perspective and not the businesses expectations.

The thoughts that you have about your patrons, about your business, about your role in the organization, about life in general all affect your day to day interactions with both your external (paying) and internal (employees) customers. Those thoughts that are rooted in your foundational belief system will drive your attitudes demonstrated through your actions creating your results.

To change your customer service results, you must first begin with this customer service tip to change your thoughts and even more importantly your beliefs. Customers are not the root of all evil. For without customers, your business would not survive. Yes, there are demanding customers and you always have the choice to keep them or fire them after you deliver your products or services.

What are your thoughts about loyal customers? This free audit looks to how you can build loyal customers
.

Are you looking for other sales coaching tips? Why not visit sales coaching
gym that is designed to help you become better at selling while respecting your valuable resources of time, energy and money.

Leanne Hoagland-Smith, chief customer officer, helps organizations through business training coaching services to return to the purpose of business that being building ravings fans while increasing productivity and profitability. With offices in Chicago, Indianapolis and colleagues nationwide, she can help you become the Red Jacket in the Sea of Gray Suits and double your business results. Call 219.759.5601 to schedule a free business coaching consultation.

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Last night, I felt my eye burning and it was sore. I have had Cellulitis in my eye on a regular basis one time after another for the past 2 months. I have undergone doctor’s appointments, IV antibiotics, antibiotic injections, oral meds, lancing or draining the infection, and hospital visits. In case you are not aware, Cellulitis is an infection in the skin, in my case, the eye – Occular Cellulitis. It is important to stop the spread of infection quickly, as your eye presents a direct passage way to your brain.

Within a few hours from the time the burning and itching started, my eye was swollen, my face was starting to swell, and I was getting dizzy. I called my sister, who is a physician, and asked her if I would be ok to wait until tomorrow to get it looked at, since it was almost 11 p.m. already. She said not to wait, and with the amount of antibiotics I have been on as recently as last week, I should go to the ER, she would pick me up in 20 minutes and take me.

She pulled in my driveway 20 minutes later and we went to the ER. I was having a difficult time walking right, my head was spinning, it was late and I have MS – enough said. When I went to the desk to check in, there was a male nurse who asked me what was wrong. I told him, explained I had MS and the Cellulitis was recurring and seemed to be getting worse quickly, answered me with a, “let me see it.” I showed him my eye and he said, “…you have a sty. Go sit down and they will call you soon.” He seemed annoyed that for something so trivial as I sty, I would go to the ER after 11 p.m..

My sister did not mention who she was or that she was a physician. We sat on the chairs and waited and she was twirling her car keys rather angrily around her finger. I asked, “Are you mad about something?” She said she did not like his attitude at all and wrote a note to herself to remind her to call the ER tomorrow and discuss it. She then said that she had a patient she needed to check on and said she would be back down after she checked on her patient and went upstairs.

They called me back. Soon she returned and said that when she was coming back into the doors of the ER, the male nurse stopped her and said, “where are you going?” She gave him her name, this time mentioning the word ‘doctor’ in front of it, and said he sister was being examined and she was going to find me.

We decided to drain the eye and I took two different antibiotics orally. The ER doctor said to see my eye physician in the morning and we left. As we were leaving, the male nurse’s attitude was different – and jovial now, he even joked, “Leaving so soon?” My sister did not even give him the satisfaction of a response and we left and she brought me home about 3:30 a.m..

This could be a case of my big sister feeling the need to come to my rescue, once again, but it could also be very founded. Think about it, he was ready to blow me off, knowing I am under doctor’s care, and have been seeing an eye physician and surgeon for the past 2 months. He also knew I have MS, known to suppress the immune system, increasing the risk of infection. Still it was, “…just a sty” and I was told in a short, abrasive manner, “…go sit down.” I am not sure where he got his medical license from, oh no, wait, he did not have one, yet he was giving a diagnosis-hmmm…..

I could tell you in my view, customer service has gone downhill in all sorts of places. Apparently, this hospital is one of those places. It was, at the very least, like that last night. I did not expect a trauma team to come running out and take me to an exam room immediately while they all worked on my eye. I did expect to be treated in a respectful and dignified manner and to hear me out when I am voicing my concerns and giving my history. I was actually glad my sister was with me, not only to make me comfortable, but to see what “ordinary people” deal with at times. It doesn’t take a hero most times, to make someone feel more comfortable and at ease. It takes someone who wants to listen, wants to understand, and wants to help to calm our fears.

http://www.chronicafflictionnetwork.com

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