Archive: Customer Service

Top-Notch Phone Skills: You Had Me at Hello

Are your phone skills making or breaking relationships before they even start? It takes about 8 seconds to make a first impression when talking with someone face-to-face, but statistics show that it only takes 4 to 5 seconds when on ...

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 ...

How Do You Measure Emotion?

It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...

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 ...

Vaccination Logistics Lessons from Chick-fil-A

For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz ...