JOHN SHUFELDT, MD, JD, MBA, FACEP Customer service is a trendy theme in virtually every business these days. However, the gap between “woulda, shoulda, coulda” and reality is invariably significant. Simply put, the concept of customer service is given universal lip service, but it is rarely incorporated into the fabric of an urgent care clinic. An effective patient service program requires five core elements: planning, training, execution, evaluation, and reward/recognition.
Read MoreCustomer (and Patient) Service is Key in Occupational Health
“Let sales people sell” should be more than a cliché; it should be a way of life. Unfortunately, though, many occupational health sales professionals spend a disproportionate amount of time engaged in client maintenance and customer service at the expense of direct sales. This is not to say that customer service and patient service are unimportant, however; in truth, maintaining good relationships both with customers and patients is crucial to the success of every occupational …
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