Archive: Customer Service

It can be done

Posted by Kristin Baird When we talk about best practices in customer service, it’s not unusual to hear all the reasons it won’t work here, or it can’t be done. It can be done. I’ve seen it firsthand. Last week I had ...

This is what ownership looks like!

Posted by Kristin Baird  Organizations that want to achieve the best possible patient experience need everyone on board and taking ownership of the experience.  Ownership can’t be lip service. Ownership must be woven into the fabric of the culture and daily ...

Lessons on Service Recovery From an Irate Customer

Posted by Kristin Baird We all have those experiences as consumers when things don’t go as expected. We might be disappointed in a meal at a restaurant, or wait longer than expected in line or in the waiting room. But then ...

That’s just Jenny – and other culture-killing excuses

Posted by Kristin Baird I see it all the time -The beautifully framed statements of “commitment to service” hanging within arm’s reach of the organization’s biggest standards contradictions. It happened just two weeks ago when I was visiting a healthcare organization that ...

In Search of WOW

Posted by Kristin Baird The lobby was breathtaking with a beautiful water feature and sculptures in bronze and blown glass. The registration staff was friendly and efficient in professional and tasteful uniforms. The entire building was as beautiful as any 5-star ...

3 Pitfalls to Service Recovery

Posted by Kristin Baird https://youtu.be/BRx3w4Ov9X4 Service recovery is an essential in improving the patient experience. When people think of service recovery, it’s common to immediately recall the most difficult situations. For example, the caller who yelled profanities about his bill, the family ...

Running from Service Recovery Opportunities?

Posted by Kristin Baird  It’s human nature to run from danger. When you are trained as a paramedic, firefighter, police officer you are taught to run toward the danger. They know that their role is to identify the problem and take ...

Ignore Complainers at Your Own Risk

Posted by Kristin Baird  For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with a woman once who looked at everything with a negative ...