EASY Works!
Posted by Mike Ferris on Friday, April 17, 2009 and posted in HospiceThe number one consideration when constructing your customer service center is to be EASY! This is true throughout the hospice program, but nowhere is that more important than in the customer service center. Referral partners we have surveyed consistently share that their number one consideration (real reason for selecting a hospice) is that they are easy to work with and respond quickly.
If all it took to be easy was being fast, then it would be simple to be easy! When, who, and how you answer your phone is many times the starting point. Responsiveness and personalization are essential. The referral partner must feel that they are important, and that they are being heard, appreciated and respected. Your customer service professional must be well trained in needs assessment, probing, and most importantly—LISTENING.
Focus on each component of your service center. Hours of operation, structure, staffing, training and alternate communication technologies all add up to the highest referral partner satisfaction scores. Have fun and never, ever let up in your quest to be the best. Constantly set new standards, and you will please your referral partners and leave your competitors in the dust!
Excerpted from LEGENDARY RESULTS: Managing Referrals & Increasing Admissions Vol 1: Referral Management by Michael Ferris and Polly Rehnwall