Question

Think of a time when you felt you received poor verbal or non-verbal customer service.

Situatuion :

I went to the hospital with a complaint of abdominal pain that had lasted longer than 2 days. I had a prior appointment for 6 p.m. I reached the medical facility on time and was expecting to be treated soon. At that time I was asked to wait for a few minutes. The minutes turned into hour and no staff member provided me with any information as to what caused the delay. When asking about the delay no satisfying reply was given. After waiting for almost 2 hours I was directed to the physician room. The physician prescribed me with a bunch of tests. When asking the physician the reason to why the tests were prescribed he did not give any logical answer. I was charged a huge amount for consultation and tests. I was highly dissatisfied.

Customer service could have been better if the appointments were attended on time. This may have saved patients from waiting for hours and wasting their valuable time. Secondly the staff should keep the patients posted on the waiting time and provide them some kind of reason for the delay. . Thirdly the doctor should be clear and concise in the prescription of any drugs and medicines.

Yes, I decided not to return to that hospital again due to poor services. I wasted a lot of time and money at the hospital.

What could the customer service representative have done differently to rectify the situation?

Did you have an opportunity to voice your concerns or speak to a manager?

Did body language set the stage for the bad customer service experience? If so, how?

Answer 1

Question 1

Rectify situation:

1. Improve communication among team members

2. Need Systematically organized medical facilities.

3. Kindly provide rational for diagnostic test and medicine

4. Get evaluation from patients and try to rectify that.

Question 2

Yes, patient had opportunity to voice their concern

Why?

1. First opportunity is asking about reason for long waiting time.

2. Regarding need for diagnostic test

3. Third opportunity on poor communication skills.

Question 3:

Yes,

Rational

1. Body language is very important factors on communication.

2. Health team should follow verbal and nonverbal communication techniques.