Jennifer a 100% disabled Veteran was with her working service dog and was waiting for a pass. Someone attempted to pet her dog and she asked him to "not touch her dog, he is working". He became angry, volatile, and she was immediately cursed at, Jennifer went to the police office for assistance and was told by the police dispatcher, who was not a police officer, "it was his 5th amendment right" to curse at her. Several Police officers who returned to the office and listened to what had occurred, empathized with her and said that they would follow- up, and start the re-education process. She thanked them for their help and concern.
Providers must gather information from each customer and create a customer interaction repository. Agents or healthcare representatives then have access to all the data whenever they get to speak with the customer. By tracking and viewing the journey of the customers, an organization can anticipate their next request and act accordingly.
This process empowers the customer service representatives with contextual information before interacting with the customer. Now an agent can quickly resolve a customer's issue. Anticipating their request in advance can drastically reduce the traffic of calls that their contact centers receive without hampering their quality of service.
Using a latest contact center technology with modern features that satisfies the needs of every generation will improve and enhance customer service in healthcare, enabling providers to retain customers and increase customer loyalty.
The healthcare industry is all about ensuring maximum satisfaction and convenience to customers. According to the latest Cisco survey, 70% of customers feel delighted when doctors specifically address their queries over the telephone.6
Regular feedback from customers regarding how they feel after getting the treatment from a specific healthcare facility is also a good way to keep rapport and as well know the areas where the hospital needs to work harder. It is essential for the healthcare sector to rejuvenate its customer support service. A team of qualified customer support executives not only acts as a bridge between the customers and the hospitals but, also enhances the efficacy of the treatment while coordinating the customers course of treatments.7, 8
Today, hospitals are being opened everywhere. On an estimate, each region now has two to three hospitals or even more across every county. Therefore, these increases competition between healthcare facilities. Because of this it is more difficult for hospitals to keep a tab on their customers. Consequently, a customer service department of a hospital must walk an extra mile to keep and win the faith of its customers.