Customer Service: A Little Means A Lot
by: laurie39
Total views: 549
Word Count: 575
It was 2:30 on a Friday afternoon. Six hours after I left a message at my Doctors office I called again. Since I had not received a call back and the pharmacist had not received my prescription, I was afraid the matter wouldn't be handled before they closed for they weekend.
The on-call doctor had prescribed painkillers and an MRI for my injured back. His last communication had been to tell me to call a neurologist for an immediate appointment. I was able to schedule an appointment for 6 days later - a special accommodation.
I was in pain and knew the meds would not last me 6 days - or even through the weekend. The on-call doctor left early and his nurse told me to call my own doctor first thing in the morning to get the prescription I needed. I called, as instructed, at 8:30 Friday morning.
Okay, sometimes things take longer than I want them to. But I didn't think I was committing a transgression by calling again 6 hours later. The telephone receptionist let me know how wrong I was! She immediately informed me that the nurse was busy and did not have time to return my call.
Message I heard: "You are not important."
When I (in pain) tried to explain the problem, she cut me off and told me how busy the office was. She implied that I was being completely unreasonable by asking her to do anything to make sure the nurse had received my message.
Message I heard: "You are stupid for thinking you deserve any help."
Then she informed me that by law they had 48 hours to respond to a request for medication (not true, I learned later). She then told me (sternly) to stop blaming her; she couldn't do anything to solve the problem.
Message I heard: "I (telephone voice) am right and you are wrong. There is something wrong with you for wanting a narcotic."
That's when I lost it. In tears, I said, "You could at least be nice about it," and hung up the phone.
I left another message for the nurse who called back immediately and helped me solve the prescription problem.
I told the nurse about the discourtesy and she told me that the telephone receptionist had just complained to her about me! (The nurse also told me that the 48-hour law was nonsense.)
Wouldn't it have been a lot easier for the telephone receptionist to simply say, "I'm sorry for the delay; I'll ask the nurse to call you?"
Message I would have heard but didn't: "I care and I will do my best to help you."
A tiny bit of empathy would have gone a long way.
I called later and left a message about the discourtesy for the office manager. The person I spoke with at the business office was polite, professional and helpful.
I have consulted with many professional offices and I know how hard they usually work to maintain good client relations - and how a single employee can ruin a company's reputation. I'll also send the office manager a copy of this article.
Perhaps someone you know should read it also... Please pass it on.
Article Source: http://www.ArticleStreet.com/profile/laurie39-837.html
About the Author
Communicate skillfully about sensitive subjects in business situations. Have the challenging conversations that lead to cooperation and success.
Laurie Weiss, Ph.D. is a Master Certified Coach and communication expert.
Dr. Weiss has spent 35 years helping clients resolve conflict in business and personal relationships. Email feedback@laurieweiss.com
Rating: Not yet rated
Latest articles contributed by "laurie39"
1: Coaching for Burnout, Balance and Success (Part 1 of 2)2: Coaching for Burnout, Balance and Success (Part 2 of 2)
3: Your Business Or Your Life
4: Conflict: The Critical Questions (Part 3 of 4)
5: The Gift Of The Gorilla
6: Are You Arguing With Your Child?
7: When Getting Married Threatens a Great Relationship
8: Coaching: From Frustration to Success
9: For Greater Effectiveness, Learn How To Give Feedback
10: Addiction: An Attempt to Get Enough