Debunking Common Myths about Service Recovery
Carol Santalucia, Vice President, CHAMPS Patient Experience
Even with great service, occasionally customer expectations are not met. True service excellence comes when a negative customer experience is empathetically addressed and turned into a positive one. This concept is at the heart of true service recovery. Frequently, healthcare providers skim the surface of true service recovery by offering a token to an angry customer. While their intention may be a sincere, the effect is often perfunctory. This session will debunk this and other common myths about service recovery, including:
- It’s only for the patient.
- It costs too much money.
- It should be handled centrally.
- It’s hard for frontline staff to learn.
- It takes too much time.
In addition to debunking these common myths, this session will outline the steps necessary to develop and implement a robust service recovery program including a strong infrastructure, critical skill-building for leaders and staff and a solid sustaining plan.
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- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events