Understand the importance of Customer & Customer services

Change in Dynamics of Customer Service

Tips to practice and demonstrate good customer service

Customer Service in Health Care Industry

• The most important person in any business.

• Is not dependent on us. We are dependent on them

• Is not an interruption of our work, but the purpose of it.

• Is part of our business – not an outsider. Favors us when they come in!

• We aren’t doing them a favor by serving them

WHO ARE CUSTOMERS?

Customer Service is the commitment to providing value added services to customers, including attitude knowledge, technical support and quality of service in a timely manner"

WHAT IS GOOD CUSTOMER SERVICE ?

• Patience

• Making the Customer Feel Important

• Listen

• Willingness to Learn

• Staying Positive

Change in Dynamics of Customer Service-

• Better accessibility of customer service i.e. 24*7-Today’s consumers want answers and they want them now.

• World is getting smaller with globalization-Services once available only from local providers were now delivered from international producers.

• Leverage New Technologies-You could also offer more direct contact. This can be taken as far as you would like it. While dishing out your cell phone number may be a little over-the-top, there is nothing wrong with giving a customer other options. Have them direct message you on twitter or linkedin in order to give them a more personal feeling of communication.

• Follow Up - One incredibly simple way to make your relationship a two-way street is with follow up. Regardless of how you provide customer support, you should always take the time to follow up on issues.

• Ask for feedback - It doesn’t get much more direct than a customer telling you to your face what is

working and what is not. Even if you have to incentivize getting feedback with promotions or sales, honest feedback will prove to be invaluable.

Customer can be new or existing clients returning to buy more

Customer will go where he/she receives the best attention with good quality at effective cost

There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice! It costs as much to gain ONE new client as

to keep FIVE existing ones

The healthcare industry is challenged in a number of areas

Extraordinary complexity at the desktop – Specialists have much to navigate and manage: multiple legacy and external systems, electronic health records, insurance plans, plus issues around policies, privacy and compliance.

Highly emotional conversations – Dealing with health and finances is personal, emotional and often painful. In addition, there may be distrust, anxiety or anger, even before the conversation commences. The healthcare contact center must not only perform effectively and efficiently, but specialists must be able to communicate and connect at a deeper level.

Interacting with a broad range of “customers” – Many healthcare contact centers interact with patients, doctors, nurses, pharmacies, other providers and insurance companies all at the same time

Advanced specialists – Somewhat unique to the healthcare industry is the need to staff contact centers with knowledge workers or specialists. For example, at Health Advocate, the contact center is staffed with nurses and insurance specialists, many of whom have years of field experience.

Compliance and reporting – Because the healthcare system is highly regulated in most countries, contact centers must ensure compliancy as well as provide accurate reporting for

both internal and external measurement.

Business Transformation: Healthcare organizations are under increasing pressure to continually transform their business with new offerings and services while adhering to regulatory issues. This requires better tools for implementing and supporting changes in the contact center through process automation, intelligent agent guidance, and decision modeling

Continue…

By-Manisha Singh 2011

CONTACT INFORMATIONManisha SinghMohit BhardwajRahul Dubey