When we visit a health care provider for a problem, we, the patient are at our most vulnerable. From the minute we make the appointment to the second we walk through the door of the office or clinic, we are evaluating the provider. It seems that some experiences are so offensive that it really doesn’t matter how good the provider is. Ultimately you would rather throw yourself under a bus than go back. Nothing is more frustrating than when you are subjected to overbooking, long waits, and rude employees. This truth goes for hospitals, clinics, and private practices as well.
It’s all about customer service. The patient is the one paying the bill, so why do patients sometimes get treated as if they were receiving charity? On the other hand, if the consumers are treated with respect and TLC, the patient’s perception of the experience can go from a rating of 1 to 10+.
Never say Impossible Radio interviewed Brooke Billingsley, a professional consumer advocate and customer service trainer/expert since 1999. Brooke shares many of her tips with NSI and explains how her world was turned upside down when she was diagnosed with breast cancer in 2011. Brooke had a great insight and understanding of what she could expect during her treatment and healing experience.
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Brooke Billingsley is a business entrepreneur, author and professional speaker who engages audiences nationwide with her witty anecdotal style of “telling it like it is.” She is co-founder and CEO of Perception Strategies, Inc., a national healthcare mystery shopping and customer service company since 1999.
Brooke co-authored Turn Your Customer On: 23 Ways to Motivate Employees and Make Your Customers Love You. This book is a guide for companies who want to create a never-ending commitment to customer excellence.
Brooke has been featured on Good Morning America, and in The Wall Street Journal and several professional healthcare magazines. Today she joins us to reveal that effective communication on the telephone is key to creating a positive working relationship.