One Hundred Days: Day Thirty-Four
It seems from the feedback I received related to yesterday’s post I have set my expectations too high. I should be satisfied that my calls are getting through, and that someone responds. It would however be reassuring if the same person responded, even if not my Doctor but someone who was familiar with my situation.
Continuity in the customer or patient experience does contribute to the feeling of relationship and is an added safety net to insure no mistakes. A rushed “stand-in” Doctor or PA, with no time to check the files is likely not to give the best advice, if advice is called for!
I am relieved when I have an issue with a product or service and I have a actual name in customer service who focuses until resolved. It’s so frustrating to have to describe things numerous times to numerous people.
It’s of course worse dealing with big Brands, however sometimes you can snag someone as I did years ago at ATT business in the Alderwood ATT retail store; Gina has helped me with most ATT issues for years. I have her cell, and email and she always responds. What is extra good is she is still with ATT and hasn’t moved on after eight years.
Conclusion: As a customer, find that “can-do” contact person in sales or customer service and hope they are long term with the company. As a company think continuity when dealing with customer service issues.
Challenge: To keep cool when you find a dead-end person in customer service…. and just work through the issues until you resolve them….sometimes easier said than done!
Interesting Read: E-Commerce Wars: Why Retailers Are Fighting for Seattle’s Best
Previous posts are below ~ the more recent ones on page two ~ that’s if you are interested in my recuperation rambles!
Architects and Designers who design for accessible design should spend at least a couple of days in a wheelchair! After spending a month tooling around at home, staying in a hotel and visiting Seattle Orthopedic Center I've come the conclusion that in real terms as to what a person needs, some ADA designed spaces fall short!