Big Solutions For Small Business
Customer Service

What makes excellent customer service? It’s part science and part art. Why should you care? Simple! Poor customer service costs big money. Today, clients expect more from the total customer service experience. This is why MDR Consulting invests heavily in this area to synthesize the most innovative solutions and apply the results specifically to hospitals. Clients have choices and in highly competitive markets, they register their displeasure by not returning.

Let’s start by dispelling some myths about customer service.

  • NO, it is not solely a front-desk function. Every hospital staff member (doctors, administrators, technicians, receptionists, caretakers) has a critical part to play in this important function. Therefore it is a strategic imperative to train every staff member.
  • YES, customer service does not end when the call or client visit ends. With social media, there are new dimensions to customer service. Some dissatisfied clients may post comments on review sites like Yelp. What strategies does your hospital use to monitor address the needs of dissatisfied clients? Why does it matter? Simple—negative comments do not go away or fade in prominence.
  • NO, a hospital needs to invest marketing dollars to encourage satisfied clients to make positive reviews on social review sites.
  • YES, more aspects of excellent customer service are objective as opposed to subjective.
  • YES, a slow hospital website hurts the total customer service experience of the hospital.
  • YES, the hospital must consider personality when hiring new staff.
  • YES, the quality of your hospital communications affects customer service.
  • NO, customer service complaints do not go away magically with the offer of coupons. Sometimes, genuine contrition and listening is the critical component in resolving many client complaints.
  • YES, clients welcome and will use well designed automated telephone attendants.
  • YES, requiring clients to fill out virgin forms when they tell you, three times, that no information has changed may be considered poor customer service.

How do you measure the effectiveness of the customer service experience in your hospital? MDR transforms your total customer service experience into a measurable process that can be monitored continuously and improved. Customer service is not a touchy-feely exercise and its implementation should never be ad-hoc. In Fortune 500 companies, customer service is elevated to such high prominence that there are whole departments dedicated to this singular function.

Customer service is a learned professional skill. It is not innate. Clearly, excellent customer service depends on the dynamics the hospital. Therefore, it is important for each new hire to undergo experiential training.

How do you know what your clients want? How do you know what you know about your clients? These are critical questions that require MDR Consulting analytics and time-based monitoring.

MDR Consulting deploys a wide range of customer service training methods to help hospitals improve their total customer service experience. Our system recaptures lost revenue and reduces client attrition. Please engage with MDR Consulting today.

Big Solutions For Small Business