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As customer service increasingly becomes a differentiating factor betweenhospitals, consumers expect a more customer-centric experience or likely willtake their business elsewhere. This white paper complements the findings intwo other papers from The Beryl Institute earlier this year: "Ready or Not,Customer Service is Coming to Healthcare," which outlined the challengeshospitals will face as consumers place higher service demands on theirhealthcare providers, and "It's Not Just a Call, It's a Customer," an analysisof more than 300,000 calls showing that 75 percent of callers who don't getthrough on the first try will not call back a second time.
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"Our findings are consistently showing a demand for greater attention tocustomer service," said Paul Spiegelman, executive director of The BerylInstitute. "Building relationships with patients begins long before they walkthrough the doors of the hospital. A phone call is often the first point ofcontact and, thus, can be the most important."
Founded in 2006, The Beryl Institute is dedicated to improving customerservice in healthcare by defining best practices around all touch points inthe continuum of a consumer's healthcare experience. The Beryl Institute isthe research and educational arm of The Beryl Companies, which for 22 yearshas been the leading provider of outsourced customer interaction services inhealthcare. For more information, visit http://www.theberylinstitute.net.
SOURCE The Beryl Institute
