The importance of superior customer service in carrying out your organizational mission should be clear to all employees. However, sometimes the employees who work most closely with the greatest number of customers can lose sight of that essential connection in ...
When I ask groups of healthcare workers, "Who is responsible for customer service?," I really expect everyone from the CEO to the newest housekeeper to raise their hands. While "customer service" needs to be part of everyone's job description, it ...
You’ve completed the staff training for customer service. The managers are fully on board. You’ve established the standards and clarified everyone’s accountability for results. There are action plans in place with measurable results. It’s beginning to feel like all the ...
“I wouldn’t come back to this hospital again, even if they offered my family free healthcare for life!” Imagine passing a young mother as she storms out of a busy emergency department. She’s speaking loudly and angrily into her cell phone, ...
