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 ...
Archive: Customer Service Skills
An Apology is Like Superglue – It Can Fix Just About Anything
Posted by Kristin Baird When it comes to service recovery, after active listening, an apology is the first step toward making things right. When patients and family members are unhappy, they want to feel heard. And the last thing they need ...
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 ...
