Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by some of the brightest and best strategists and ...
Just because you offer training doesn’t mean the lessons are implemented immediately and consistently from that day forward which is why AIDET audits are pivotal to consistent performance. AIDET is an effective communication technique adopted by thousands of healthcare organizations. The acronym ...
Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the love. I’ve had some clients say that they’ve had ...
When it comes to service recovery, four words can be like throwing gasoline on a smoldering fire, turning an irritation into a full-blown conflagration. When one of your employees says, “That’s not my department,” the customer hears: Don’t bother meNot my ...
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 ...
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 ...
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 ...
Posted by Kristin Baird https://youtu.be/mYHYe_cf6DM Training is more than a one-and-done approach. To make your training stick, you need to follow a 4-step process: pre-work, training, coaching and finally, reinforcement. Coach, Mentor & Model Service BehaviorsTrain, Retain & SustainService Recovery Is More Than a CouponTraining is ...
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 ...
