Monthly Archives: March 2012

“A man without a smiling face must not open a shop.” Chinese Proverb

A man without a smiling face must not open a shop.
-Chinese Proverb

I have been asked for service training from several clients, particularly in the healthcare industry.  One comment really struck me.  “If they would only smile, we would do better.”  This is the measurable result required of the work.  WOW!  This got me to asking, what is the latest thinking and trends in customer service particulaly in healthcare?  How far are we from the ideal?  How is it defined?

We know good service when we receive it.  But, have you and your organization tried to define it?  When you look up a definition, you will get many different definitions for it.  True customer service is defined by how well an organization exceeds the needs, wants, and desires of the customer, both professionally through the service or product and personally by exceeding the emotional needs of the customer.  While defining customer service is unique for each organization, the good news is that you have access to a host of resources to align human performance to this core value of many organizations.  Subsequent blog posts in March will reflect on how the customer service value and philosophy show up in talent management and training.  For now, I share some of the research I have enjoyed.

SOME CUSTOMER SERVICE LINKS

The following articles, blogs, and white papers proved very helpful in researching service issues to use in creating training programs and cases.  There are so many   What sites do you like?

  1. On Trends: 
    1. http://www.1to1media.com/view.aspx?docid=33321
    2. http://www.youngupstarts.com/2011/12/22/7-customer-service-trends-to-watch-and-leverage-in-2012/
    3. http://www.knowthis.com/principles-of-marketing-tutorials/managing-customers/customer-service-trends-customer-self-service/
  2. On Service in Health Care:
    1. http://www.pacificmedicalcenters.org/images/uploads/KCMS_Customer_Service_in_Healthcare.pdf
    2. http://www.hospitalimpact.org/index.php/2011/03/01/ignoring_customer_service_in_healthcare
  3. On the Critical Role of Employees:
    1. http://www.strategicdriven.com/marketing-blog/bid/69761/Empowering-Employees-to-Deliver-Excellent-Customer-Service

 

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