Providing Support at a Critical Time: Hospital Customer Service
What is hospital customer service?
Hospital customer service refers to the customer support and care given to people by a hospital. Though not often seen as customers, patients using hospital services require the same level, if not greater customer service they receive elsewhere. The unique nature of these interactions and the sensitivity required make hospital customer service training imperative. Doing so will improve the quality of service customers receive during difficult times.
Zendesk Help Center lets hospitals build robust self-service options for customers to quickly find important information and stay up to date with the status of open requests for support.
- Every second counts. Whether it’s waiting for results or scheduling a procedure, hospitals need to consider the fact that wait times can be agonizing. Communicating often, providing regular updates, and setting expectations are all ways to mitigate the drop in customer satisfaction associated with long wait times.
- Hospital customer service training. Everyone who works for a hospital should have some basic training on how to properly speak to people and the correct staff members to send people with questions to.
- Hire people and build systems that align with customer expectations. Staff members should be hired for traits that people visiting hospitals value, like warmth and empathy. Likewise, systems should be built to accommodate quick, efficient service.
- Providing self-service options like FAQs about billing will empower customers to find relevant information without straining hospital support staff.
Zendesk customer service software ensures all interactions between the hospital and its customers are captured and stored in a single location. This allows the agent to access important information like customer history, so they can quickly provide personalized service.
Additionally, Zendesk Help Center lets hospitals build robust self-service options for customers to quickly find important information and stay up to date with the status of open requests for support.
Providing hospital customer service can be difficult. Use these resources to learn how to make it a little easier.