Archive: Customer Service Skills

Dissatisfied Patients are Costly

A few days ago, I was talking to a friend about her recent, emergent, hospital stay. She described it as, “A nightmare.” Always the researcher, I had to dig a bit to learn more. What contributed to “Lauren’s” nightmare boiled ...

Turn a Service Recovery Moment Into a WOW Experience

Turn a service recovery moment into a WOW experience by Angela Fieler There is a real art to service recovery. When done well, you can turn a problem into an opportunity to shine. I was recently stranded in an airport and was ...

Accountability is Not Micromanaging

Accountability is Not Micromanaging   Nobody likes a micromanager, someone who hovers wanting to know every detail of what you do. But don’t confuse micromanaging with holding people accountable. The two are miles apart in how they affect the employees and culture.   Holding people ...

Do you work here?

Posted by Kristin Baird Yesterday I was in a department store, poring through the racks, looking for a simple, white blouse. Mind you, I could have gone online and browsed a million sites, but I wanted to be able to feel ...

Words that Wound, Words that Work, Words that Wow

Posted by Angela Fieler I had the opportunity to observe a primary care physician interact with an elderly patient yesterday.  The physician was sitting at eye level with the patient, making good eye contact, and asking open-ended questions.  He seemed to ...

A Sign Doesn’t Deliver Great Service

A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having endoscopy.  She was taken to a ...