Tag: Customer Service
Customer Service: Use feedback as learning process
March 13, 2024Judi Knott
Q. How can I use negative feedback from customers to improve?
A. It's common for DMEPOS businesses who are just beginning to measure customer satisfaction to feel anxious about their results. It can be challenging to hear customers express dissatisfaction. I encourage business leaders to face that fear, as negative feedback from customers can provide valuable insights to drive change in your organization.
Here are some steps a business can take to effectively use customer feedback to improve.
Listen...
Customer service: Identify the right tool
February 7, 2024Judi Knott
Q. What are some ways to collect customer feedback, and the pros/cons of each?
A. There are many types of customer service tracking tools available, and it is important to select the one that is most relevant for your customers and your business. Here are a few for consideration:
Net promoter score
BOC uses one of the simplest tools available: the Net Promoter Score (NPS). NPS is considered the leading metric for measuring customer satisfaction, and it’s calculated...
Customer Service: Make metrics matter
January 16, 2024Judi Knott
Q. Why is measuring customer service important?
A. We are actually measuring satisfaction to evaluate our service.
In 2019, BOC began measuring customer satisfaction to better understand, monitor and utilize this feedback. It is important for any business to understand that customer service metrics are directly tied to your company’s ability to grow revenue.
Your customers rely on you for the services you offer, but in turn, they can provide a wealth of knowledge...
Northshore goes big on customer service
December 20, 2019Theresa Flaherty, Managing Editor
CHICAGO - Northshore Care Supply recently overhauled its website and its approach to service to provide a more patient-centric experience.The new website's features include tools that allow the provider to offer personalized content to customers based on their feedback, helping them to find the right products on their own.“We have a big focus on providing the right content to the right people,” said Jyll Rademacher, head of e-commerce and marketing. “We are big on taking the feedback...
Think about deliveries like your customer
June 26, 2018Guest Commentary
With all the moving parts required to run a successful HME/DME business, their ultimate goal should be providing an exceptional customer experience and high-quality service during every encounter, by ensuring that the customer's wellbeing and satisfaction are top priority.
There are a multitude of ways to ensure your company is providing high-quality customer service, including taking a look from the outside in and considering your business operations from the customer perspective. Enhancing...
Online Retail: Use reviews to establish authority
April 24, 2017Kamal Haddad
A. Absolutely. There are many reasons why you want to allow your customers to leave reviews based on their interaction with you, both in-store, as well as on your website.
First of all, let's distinguish between merchant reviews and product reviews. Product reviews (if you sell products online) is a service you can subscribe to and integrate into your website product catalog. This allows customers who purchase from you to leave a review of the individual item they purchased along with their...
Short takes: Dynamic Seminars, ACHC
September 13, 2016HME News Staff
Long-time industry expert Louis Feuer has made available his first online series of courses and lectures. Leuer, president of Dynamic Seminars, now offers four courses and 18 lectures on how to build revenues through top-notch customer service…The Accreditation Commission for Health Care (ACHC) has a new partnership with the Florida Alliance of Home Care Services (FAHCS). The partnership allows FAHCS members to receive special pricing on ACHC's accreditation services, as well as discounts on Accreditation...
Training & education: Be willing to go the extra step
June 20, 2014Caroline Pinney
A. Brick-and-mortar retailers are often frustrated when customers use their stores as a showroom for their later purchases online. What if online price cutting isn't the only reason your customer decides to leave a store and shop online instead? What if you could keep more of your sales in house by investing more in employee education and training? A recent survey from the Kellogg School of Management at Northwestern University found that service may be the deciding factor for a customer to make...
CareGiver Partnership receives 'excellent' rating
August 14, 2013HME News Staff
NEENAH, Wis. - The CareGiver Partnership, a national retailer of incontinence supplies and other home healthcare products, has earned an “excellent” rating from STELLAService, an independent company that rates the customer service performance of online businesses. “I'm pleased to say we're often referred to as the Zappos of home healthcare products, meaning our customer satisfaction rating sets us apart, and STELLAService rates us as highly as Amazon and Walmart,” stated Lynn...
The tale of the three CSRs
December 3, 2012Liz Beaulieu, Editor
I have a good idea for a study by the Office of Inspector General (OIG) or the Government Accountability Office (GAO).
How well-versed are Medicare's customer service reps (CSRs)?
I got an email from a provider last week who recounted a story about how he has been unable to pick up the wheelchair of patient that had reached 10 months on a 13-month rental, despite that patient being admitted into a skilled nursing facility (SNF) permanently.
When Kyle Hoffman at Anderson's Medical Products notified...