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Posted on January 29, 2012


I find being on the receiving end of scripting when I call a tech support line to be very frustrating… there also seems to be a backlash against scripting based on the new Ally bank commercial. Customer service trends seem to be on straight talk and personal service.
In healthcare there should be employee training on phrases to avoid but more importantly training and situational judgement testing on how to guide customer service encounters that are consistent with corporate goals and vision. Training employees in principles and outcomes we want from a customer/patient encounter and then empowering them to do whatever and say whatever to maintain these is more valuable than scripting. This would also empower the customer/patient and facilitate personalized service which is the trend in everything from google ads to amazon shopping…


Posted in: Misc