Archive: Customer Service

Driving the Patient Experience: What You Permit, You Promote

Every hospital we’ve ever worked with has a series of expectations for their staff members related to the patient experience. Things like addressing patients by their preferred name or taking responsibility for trash or spills are usually on the list. Your ...

Expectations vs Suggestions

Is your healthcare organization setting expectations for standards of care or giving suggestions?  Last week I was speaking to a large group of healthcare leaders about culture and the leader’s role in creating it. At one point, I stopped to ask ...

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 ...