Defining Customer Service and Compassion
Mary Pat Whaley, FACMPE, CPC
Medical Practice Consultant, Manage My Practice LLC
Ten years ago I wrote the following farewell to an employer. One of the physicians had asked me what I thought Customer Service and Compassion were and this was my answer.
I spent a lot of my two years with you asking you questions, so I thought that I would leave you with some of the answers I found for myself.
To me, excellent Customer Service is whatever makes people feel better. It is anything from saying “I’m sorry we didn’t do the best that we could have for you,” to providing a warm blanket, or a place to have a private conversation. We don’t have to be perfect, we just have to have the desire to provide the perfect experience for each patient.
I have come to believe that Compassion is having no preconceptions about the other person and being willing to serve the other person’s needs regardless of your own feelings about the person. It is taking “you” out of the equation.
People are precious. Regardless of whether each of us sees eye-to-eye or not…I think each one of us has God within, and I believe you are precious. I am honored to have worked beside each one of you.
Mary Pat
p.s. Little things mean a lot. My only regret from my time with you is that I was not able to get really good toilet paper dispensers in the clinics.
How do you define Customer Service and Compassion?
Photo Credit: anyjazz65 via Compfight cc
Mary Pat Whaley is a Physician Advocate and Consultant who blogs at www.managemypractice.com. Her LinkedIn group, Manage My Practice is for those interested in healthcare management.
Business Office Manager at The Heritage Nursing &Rehabilitation Facility
10 年I have spent over 18 years in providing customer service in different areas and I just love this article! We are here for the people we serve and we tend to forget that a lot. Thanks for writing and sharing such a wonderful article!
Facilitator at Zimbabwe National Family Planning Council
10 年Very correct, compassion and customer service lays the foundation of organisational growth.As a result, every employee in an organisation has a role to play when it comes to this subject.without puting this into practice all businesses or organisations are bound to fail
R&D Scientific Inventor for STEAM Education and Entertainment work for hire
10 年Genuinely being engaged - completely. whether you are servicing a guest or serving a colleague who is. Service is art...
Bachelor’s Degree at University of Michigan-Flint
10 年Customer Service begins as soon as a customer makes contact with our office. Weather it's via the telephone or in our building, how we are perceived establishes our relationship. Everyone's time is important. Fill the gaps with meaning. Plan their day like it was your day. Revamp schedules to make better time management for patients. Put on movies in the lobby to entertain while patients wait. It's better to say, "I don't know, but let me find out and call you back". The key to customer satisfaction is to make the customer feel like they are special and mean it!
Medical Practice M&A | Coding, Billing & Clinical Documentation Review | Healthcare Management & Regulatory Compliance
10 年I agree with you wholeheartedly, Mary Pat. It's ensuring that every person (doctors included) recognize the customer as the first priority! Your point that the little things make a huge difference is soooo true.