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Recently, I intercepted what could have been a travel disaster for me as I saw an airline attendant about to put the wrong shipping tag on my luggage. Fortunately, I was able to alert the attendant …

Date posted: September 26, 2011

Categories: Articles - Service Excellence


Your hospital’s reputation depends not only on what your patients say about their experiences, but also what their family members or visitors have to say. After all, they see and hear things that …

Date posted: September 26, 2011

Categories: Articles - Mystery Shopping


You never get a second chance to make a first impression, and this is especially true with phone encounters. So, making a great first impression on the phone is essential to any business, …

Date posted: August 22, 2011

Categories: Articles - Mystery Shopping


1. Define Your ObjectiveIdentify one or two service issues you would like to learn more about. Priority areas can be related to feedback you received from surveys as well as complaints or comments …

Date posted: July 21, 2011

Categories: Articles - Tools You Can Use


You’ve conducted a very extensive patient satisfaction survey and you’ve just received the results. You’ve gathered your leadership team together and you’re diving into the data. There’s a lot of …

Date posted: July 12, 2011

Categories: Articles - Leadership