Should customer service be an art? Everyone thinks they know what customer service is. Unfortunately, not everyone realizes customer service is not a "one size fits all" practice. Treating each customer as an individual, listening to them and getting them what they want instead of what you think they want is the key to customer service. Of course, you having lots of smiles and enthusiasm will be an added bonus as well! However, doing all these things will only meet their expectations. Its like getting a "pass". In another words, the service is acceptable but not memorable.
In order to give a memorable experience, you have to exceed the customer's expectations. It sounds hard, right? It doesn't have to be. You can do it easily by paying just a little attention and taking one step further. For example, if someone asks you for directions, you should walk them to the destination or if you can't walk them all the way, you could walk a few steps with them until you can point them to the right direction. Often times people give you directions such as "Go straight, take a left, take a right , go through the first door and make a right......" Seriously, by then, you have already lost them! They might just be courteous and say thank you. You can lose a customer this easily as they might not want to come back due to the confusion.
After my explanation above, does exceeding a customer's expectations sounds more attainable? It's listening to your customer, treating them as an individual, providing them with what they want, and by doing the little things that matter to them. Voila! It's really that simple!
I used to work in the hospitality industry for more than 15 years before joining healthcare. I can't help but wonder why there is so much difference in service between a hotel and a hospital apart from medical assistance? Let's take a look at service provided in a hospital versus a hotel
In a hospital:
1) A telephone operator answers the phone
2) Self parking/valet parking is available
3) You check in with a coordinator/customer service representative
4) You are admitted to a room or unit
5) Housekeeping and turn down service is provided
6) Cafeteria is on site
7) Room Service is available
In a hotel:
1) A telephone operator answers the phone
2) Self parking/valet parking is available
3) You check in with a front desk agent
4) You are assigned a room
5) Housekeeping and turn down service is provided
6) Restaurant is on site
7) Room Service is available
The Sodexo team at Lahey always looks at ways to provide personalized service to our patients. We provide all the above mentioned services with a smile and treat all our patients as individuals. We always strive to provide the little things we call "exceptional service" to all our customers because we truly believe that patients and colleagues are the heart of everything we do!
Let's hear it from my colleagues in Environmental Services and the Food and Nutrition department in the following video:
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