http://davidryanmediasolutions.com/2009/06/18/marketing-observations-from-the-hospital-bed/ DVD & Video Duplication, Multimedia & Much More! Tue, 29 Nov 2011 05:55:07 +0000 hourly 1 http://wordpress.org/?v=3.2.1 http://davidryanmediasolutions.com/2009/06/18/marketing-observations-from-the-hospital-bed/comment-page-1/#comment-1353 Richard Russey Tue, 23 Jun 2009 00:55:20 +0000 http://davidryanmediasolutions.com/?p=1024#comment-1353 Your blog struck a chord with me as I've been engaged in anecdotal observational research related to customer service for quite some time. It is quite unfortunate that it is the rarest of occasions these days when a customer receives what could be considered excellent customer service, or even passable customer service. More often than not (and I attribute this to poor training more than anything else) the front line reprsentatives of an organization or business act as if they are bothered by having to even engage wth customers, much less provide them with anything close to adequate responses to their needs, questions, concerns, etc. So what to do? I have made it a basic reaction to poor customer service to immediately go up the line to a supervisor, to a VP, or to the president of the company if necessary (yes, one can get through to them if you are clever and persistent). Another option with a sizable organization is a regional office, or even a national office. The point is regarding poor customer service ... to quote the brilliant film Network, "I'm mad as hell and I'm not going to take it anymore!" So, go out there and be your own best advocate ... sometimes it is the last thing you may wish to do (as when you are very sick, as in David's case) -- but do it you must or the status quo of lously customer service will become so much the norm that we won't recognize what excellence in customer service is all about as we move into the scary future. Your blog struck a chord with me as I’ve been engaged in anecdotal observational research related to customer service for quite some time. It is quite unfortunate that it is the rarest of occasions these days when a customer receives what could be considered excellent customer service, or even passable customer service. More often than not (and I attribute this to poor training more than anything else) the front line reprsentatives of an organization or business act as if they are bothered by having to even engage wth customers, much less provide them with anything close to adequate responses to their needs, questions, concerns, etc. So what to do? I have made it a basic reaction to poor customer service to immediately go up the line to a supervisor, to a VP, or to the president of the company if necessary (yes, one can get through to them if you are clever and persistent). Another option with a sizable organization is a regional office, or even a national office. The point is regarding poor customer service … to quote the brilliant film Network, “I’m mad as hell and I’m not going to take it anymore!” So, go out there and be your own best advocate … sometimes it is the last thing you may wish to do (as when you are very sick, as in David’s case) — but do it you must or the status quo of lously customer service will become so much the norm that we won’t recognize what excellence in customer service is all about as we move into the scary future.

]]> http://davidryanmediasolutions.com/2009/06/18/marketing-observations-from-the-hospital-bed/comment-page-1/#comment-1348 dougpatten Thu, 18 Jun 2009 20:11:11 +0000 http://davidryanmediasolutions.com/?p=1024#comment-1348 Your sister-in-law is promoting your blog, and this one in particular has great applications for us all in health care. Thanks! Your sister-in-law is promoting your blog, and this one in particular has great applications for us all in health care.
Thanks!

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