“Most interesting was looking at different personality types and how to deal with them”

Our customers come first! Quality is job no. 1! Going out of way to help our customers! Putting Patients First!

These are all real company slogans used by some big and comparable tiny companies stating their unique value propositions. Are they being serious?

Can you imagine the opposite situation: Our customers come last! Quality is job no. 23! We help our customers when it’s convenient to do so! Putting Patients Third! – it’s ludicrous! These platitudes are meaningless expressions of the vacuous language that is used to promise the world to customers. I say to these empty words: I should hope so! Try it.

What do you do that’s special for customers? When I ask my course participants this question, I get answers like: “We treat them with respect.” “We ensure their safety and confidentiality.” “We are fair with our pricing scheme.” Seriously, I should hope so.

If you can ever answer anything that you do with “I should hope so”, then it’s time to go back to the drawing board and find something that you can do that’s really special.

That’s what we try to do in our Delivering Customer Service Excellence course, as one staff nurse in Leeds remarked…

Most interesting was looking at different personality types and how to deal with them, and thinking about what we can do to improve our service, the “I should hope so” phrase really helps with this. I think all of the given information can be used throughout my working day to assist me in dealing with everyone I might encounter and all in a positive way. I found that trying to think of ways in which we can excel at the Eye Hospital was most challenging. Rod Solar was absolutely fabulous, kept my attention all day, was positive in his thinking and gave me lots to think about.

Staff Nurse, Yorkshire Eye Hospital, Leeds