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Why Customer Service Is Important In Healthcare?

Terri Phillips   |   Nov 12, 2020

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When we hear the term “customer service,” healthcare isn’t the first industry that comes to mind. Patients are indeed customers and healthcare is one of the most crucial industries where customer service is vital. 

Why is customer service important in healthcare organizations?

First Impressions Are Everything 

“It takes years to build a reputation and seconds to destroy it” is one of Warren Buffett’s most famous quotes. Physicians work tirelessly to build their reputation and run a private practice, the last thing they want is their patients not feeling cared for.

In a world where reviews are readily available, customer experience matters more than it’s ever before. With the world at the palm of our hand, patients have the ability to make or break your practice within a matter of seconds.

It can take roughly 40 positive reviews to recover the damage from one negative review. 

Why customer service matters in healthcare?

Why Customer Service Matters in Healthcare?

Numbers speak louder than words! Did you know that 90% of consumers take customer service into account when deciding  to do business with a company. According to PatientPop, 72% of patients say their first step in finding a new doctor is checking online reviews. 

Making Patients Feel Cared For

According to FreshDesk, customer service experience can indicate the quality of care whereas poor customer service can be an indicator of some bigger problems. 

Patients are often at their most vulnerable state when they reach out to their healthcare provider and poor customer service can make them feel stressed out. 

Care Begins The Moment The Phone Rings 

The first step to great customer experience is connecting your patients with a real voice. 

Why customer service matters in the healthcare industry? At WELLReceived our CX (Customer Experience) experts are highly trained and support your patients with the utmost professional and compassionate care. The best part about our business model is we’re available to answer your calls 24/7 365 days a year.

You’re the brains of your practice, so allow us to be the voice. Click here to learn more.

Quick takeaways

  • Patients are indeed customers and healthcare is one of the most crucial industries where customer service is vital. 
  • It can take roughly 40 positive reviews to recover the damage from one negative review. 
  • Patients are often at their most vulnerable state when they reach out to their healthcare provider and poor customer service can stress them out.
  • At WELLReceived our CX (Customer Experience) experts are highly trained and support your patients with the utmost professional and compassionate care.
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Terri Phillips

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