What Do You Recall About the Customer Experience You Have Had?

Running head: WHAT DO YOU RECALL ABOUT THE CUSTOMER EXPERIENCE YOU HAVE HAD?

What Do You Recall About the Customer Experience You Have Had?

A Review of the Article

Sonya Chavis

St. Johns River State College

Author Note

This paper was prepared for Introduction Health Care Delivery System

Taught by Celina Makowsk, MBA, RHIT

WHAT DO YOU RECALL ABOUT THE CUSTOMER EXPERIENCE YOU HAVE HAD?

Abstract

In a training session for a group of healthcare consultants, the question was posed: What do you recall about the customer experience you have had? The healthcare industry is realizing that the consumers are the back-bone to the healthcare industry, and that the healthcare operations need to understand the needs, wants, attitudes, behaviors, motivations, and individualities of the customers. The customers experience can determine the future of an organization. The article compares the differences of a positive customer experience, and a negative customer experience by looking at some positive customer experience attributes which include the following:

* Delivers on a promise

* Listens to and genuinely cares about the customer

* Resolves a problem at first contact, or follows up as promised

* Provides ways to help customers take care of their own needs

* Is knowledgeable about its own products and services

In contrast, the following traits make for a negative experience:

* Does not understand customers needs

* Is clueless about its own products, services, and policies

* Is empowered to handle a situation on first contact

* Follows processes that are confusing and that pose barriers

* Has rude and un-courteous demeanor

Another question that was posed was: How many of these characteristics apply to the customer service in your organization? The article review examines some of the approaches made to address the issue of customer service in healthcare operations, and they come up with the most important elements of a successful customer strategy is leadership engagement and ownership of the customer experience. The next critical ingredient is involvement of