1/7/2024 0 Comments People customer service![]() ![]() That means the patient has to repeat their story to the next health care provider – and the next. Finally, Option C) The new arrival explains at length their medical history and everything they’ve tried to alleviate their suffering. Option B) The patient responds tersely, ‘Not good!’ Here, the receptionist begins to think she should look for a job where there aren’t so many cranky people. That question forces the incoming patient to reply in one of three ways: Option A) The patient essentially lies, and responds with, ‘Fine.’ In which case the customer gets the impression that the receptionist must be blissfully ignorant of why people visit a clinic. Picture this… a receptionist at a walk-in medical clinic greets new arrivals with a friendly, upbeat, ‘Hi, how are you today?’ Obviously, people enter a clinic because something is wrong. Especially with customers who are tired, rushed or upset. That’s why, when I speak at conferences and do training programs for teams, I encourage employees to go beyond friendliness to create trust. ![]() What if your customers are doing business with you more out of necessity than desire? What if your customers are tired, rushed, or angry? When that’s the case, employee perkiness is likely to be perceived as annoying. ![]() Unfortunately, for many organizations this strategy backfires. That way, we’ll apparently make it more than just selling a cup of coffee now it’s an experience. Supposedly, our goal as service providers is to be friendly and upbeat. The premise is that we are now in the experience economy. Over the last decade, frontline training programs have focused on enhancing customer experience. That’s why so many customer service training programs fall short of desired results. If your customers are sitting in a chair at your hair salon, they’re likely to be more relaxed than if they were sitting in an examination chair in a dental office. A masseuse working in a resort spa will have more pleasant customers than a lost luggage agent at a busy airport. Let’s admit it – when it comes to dealing with customers who are stressed, some jobs are easier than others. ![]()
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