This shopping excursion caused me to pause and think all service provider must always exhibit certain basic behaviors - customer service basics. Here are a few:

Basic Rule #1 – Acknowledge Customer’s How many times have you walked in a store and you weren’t acknowledged? How did you feel? I can’t tell you how many times I’ve witnessed service providers who take personal phone calls (or worse answer their cell), speak to other co-workers regarding non-urgent matters, or who simply walk away without explanation. Basic customer service requires an acknowledgement as soon a customer enters your establishment – whether you will be ready to provide service in one minute or twenty. An acknowledgement says “I’m glad to see you and value your business. We will help you as soon as possible. Thank you for your patience.” A little appreciation goes a long way, especially if at time you find yourself short handed. As soon as you see customers…acknowledge them. Although this sounds obvious, it simply just isn’t practiced as it should.

Basic Rule #2 – Be Present and Listen When assisting customers, it is important to always be “present.” Being present required you to be in moment ready to provide your customer with your full, undivided attention from start to finish. It is imperative customer’s always feel important and center of attention. To accomplish this you must remain fully focused.

Active listening is a critical component of any customer interaction. This is a big difference between hearing and listening. Hearing is perception of sound. Active listening requires us to hear, interpret, and then take action. Active listening empowers us to consistently provide our customers exactly what they need.

Basic Rule #3 – Explain Your Plan Customers need to know and want to understand reason for your plan of action. Many times I have returned an item only to have clerk shove a form and pen in front of me without so much as a please or explanation. As if I should be know what they want from me. Always clearly explain each step and reason for your request.

The issues above can be costly to your medical practice or business in terms of time and money! A human resource audit of recruiting and staffing process can reveal potential cause(s) for such problems. Trained HR professionals can lift hood and review current procedures, processes, and tools being utilized or not. He or she can pose a series of pointed questions, which will also uncover a great deal of valuable information. Once cause(s) of problem is clearly understood, recommendations to improve or eliminate problem can be made.