Question

PLEASE ANSWER QUICKLY THANK YOU IN ADVANCE: Think of a time when you felt you received poor verbal or non-verbal customer service as a patient in a healthcare setting. What could the customer service representative have done differently to rectify the situation? Did you have an opportunity to voice your concerns or speak to a manager? Did body language set the stage for the bad customer service experience? If so, how?

Answer 1

Representatives/ Managers hold a range of diverse responsibilities, including creating a respectful and psychologically safe environment.. This includes stepping in to help improve situations. therefore, it was an open opportunity to voice the concern regarding the customer service.

Paying careful attention and implementing strategies carrying training sessions and seminars as follows is the hope to rectify the situation.

• speak attentively: maintaining appropriate and direct eye contact and looking for body signals ie facial or posture that indicates that the other person is engaged or not.
• phrase meaningful questions: Ask open ended questions.
• Avoid monologues: avoid overly lengthy or repetitive statements. instead of repetition, pause and allow the other person to clarify and reflect on what they hear from you.
• accept silence: this can allow both to digest what has been said and heard.
• don't cross examine: Tact of diplomacy express respect and far better means for learning what you need to know.

yes body language set the stage for bad customer service experience because workers sometimes send confusing or negative non verbal signals without knowing it. Many Things can compromise our ability to communicate effectively.

• stress levels
• wellbeing psychological or physical
• Distractions