Responsive and efficient customer service remains an important part of every industry, and those businesses that take the extra effort to ensure they are increasing the satisfaction of their customers have much to gain. Massachusetts General Hospital (MGH) recently found a method to get their employees interested in positive habits by offering them a substantial bonus for their time. It may seem like a gimmicky tactic, but it's one that can be effective for many organizations, even website customer support, when it comes to encouraging good behavior.
MGH decided to avoid making the training mandatory, instead offering its staff a $250 bonus for attending and watching a short video (doctors were also compensated using a different system). The video addressed all the levels of the hospital's employees, including medical professionals, and included advice on how to interact with visitors and patients.
The video, narrated by MGH President Dr. Peter Slavin, identifies various types of behaviors that may come across as insensitive, such as "personal internet use" and listening to loud iPods. It also focuses on how doctors should conduct themselves while moving throughout the hospital, appropriate approaches to bedside manner, and ways to deal with service inconveniences such as unexpected delays and upset patients.
All in all, 98 percent of the medical center's 22,000 employees watched the training video. Customer service is of special interest to healthcare, as Medicare offers incentives (and punishments) for rankings.
Good customer experiences keep a company afloat, no matter what their mission. The management of an office with the right tools, including a well-staffed answering service, could lead to better word of mouth, higher rankings, and an overall improvement in performance. Employers should research different approaches and craft a strategy that enforces the best behavior for their practice.