Say What You CAN DO
Make-it-or-break-it moments with customers impact how they perceive us, as well as their loyalty. Saying what we "can do" during these "moments of truth" help us stay in the flow and often invite them from "unacceptable dis-satisfaction" to "acceptable dis-satisfaction."
Developing a "Can-Do" Catalog
1) Study customer surveys and brainstorm with each other to determine:
✓ Awkward moments with our customers and other groups
✓ Predictable process issues and other dilemmas
2) Create recovery "Can Do" words for these moments of truth
3) Encourage each other to use them-with everyone on the same page
4) Review and use them regularly
Times to Use the "Can-Do" Catalog
✓ When a customer can't get what they want
✓ When you must tell someone their request is outside your policy
✓ When a customer wants you to make an exception
✓ When a customer pushes for an unrealistic time-frame
✓ When a customer asks for something illegal or unsafe
✓ When a customer wants us to waive their copay
✓ When we cannot refill a prescription (too early, not authorized, etc.)
✓ When a pt. is on same day status (due to "no show" history)
✓ When a patient is late for an appointment
✓ When a patient wants to switch providers
CAN DO Key Words for Scheduling, Check-In, Check-Out, Business
1. When there is incomplete information from a referral source or patient:
"You have probably given this information before; but I want
be sure we have what we need
take the best care
[you/your loved one]. So, may I ask ... "
2. When billing is difficult for a customer to understand (or he/she is angry/confused):
✓ "I am
happy to explain to you why the invoice
the way it
We want to be sure you understand."
FEEL / FELT / FOUND: "We understand why you may feel
bit confused; others have felt medical billing to be hard to understand ... What questions do you have?"
3. When a person is unhappy that they have lo
in before getting a medication refill:
"It does seem to some to be unnecessary. But, we are concerned for your safety and this is the best way our doctors have found to care for you safely.'
4. When a customer has been transferred several times or has been on hold for a while:
apologize that you haven't been helped sooner. You have my full attention. How can
5. When there is a scheduling mistake, which is Goodwin's fault or a provider is double-booked:
We apologize. Let's see what we can do for you ... ".
6. When asking for an insurance card or paperwork to be filled out each time a patient arrives and patient complains, "Why do you need it again, since all information is in the computer already?"
"I know you've given this information before, but I want to be sure we have what we need to take the best care of [you/your loved one]. So, may
ask. . ."
7. When someone wants to know information about a customer and you need to be HIPPA compliant:
'We understand your concern for__ . Out of respect for her privacy, when you see her she can tell you more."