The world of managed care has produced some unbelievably bad customer experiences. Recently, I had an appointment for a test at a radiologist’s office. I had been waiting (forever) for my appointment, when the receptionist called out my name, and announced that I needed to use the restroom (in less “delicate” language, I might add…..).
There were about a dozen people in the waiting room, and now all of them knew just a little too much about me.
Customer service isn’t something to take for granted. When this receptionist publicly made this remark, not only did she breach my privacy, she also embarassed everyone else. I don’t care if this practice needs volume because they accept insurance. It’s no reason to dehumanize the patients.
Take the time to train your front line people. They are the first face of your business to the public, and should reflect an appropriate professional image.
