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The Element Minute
Join us here for brief, timely information based on questions our patients have asked.
September 9, 2020
Today we are sharing a blurb from written by our Director of Operations, Andrea Taylor, from her book “Customer Disservice: Untold Stories of Customer Service Representatives Who Don’t Give A Damn.” If you have been to our clinic you know that Andrea is the beating heart of our clinic. She is the first face you see when you walk in and an essential piece of the coordination of care between patients and providers in our clinic. She is a joy to interact with and this is not by accident. It is a skill that she has honed and that she shares with us all daily.
Umm, Good Morning
I will be the first to say that I absolutely love to greet and be greeted. Anyone who knows me can attest to this! I have been told that a person could be on their last breath calling out to me for help, and I would say the words “good morning” before continuing the conversation. I have also been advised that I overuse it in context. I admit I do tend to say it throughout the entire communication until it becomes afternoon, but I say it with purpose. I want the other person to know that I care enough to acknowledge their presence, instead of abruptly stating my demands and inquiries. I want to treat them like people, not robots.
Please know that the last thing on a customer’s mind when they call customer service are pleasantries. They cannot even grasp the fact that they have miraculously got a real live person on the line, after three minutes of pressing buttons and ten minutes of being on hold.
BE INTROSPECTIVE- Stop thinking that the world revolves around you.
ALWAYS GREET- Bring your “good morning” with you! Hell, if you need to cover all of your bases, “good morning,” “good afternoon,” and “good evening.” Are you okay now?
CHANGE YOUR TONE- Customers recognize sincerity by tone. Remember, the customer does not see your facial expressions when they call (probably a good thing), so all that they have to go by is your voice. You set the tone for the call, so make sure you are in a good mood and ready to work. Otherwise, plan to be mad all damn day.
To learn more about Andrea or to read more of her work please check out her website.
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