An article published by Forbes, 50 Stats That Prove The Value of Customer Experience, lists some powerful reasons to care about the treatment of your customers. While all 50 statistics are insightful, three stand out:
- Brands with superior customer experience bring in 5-7 times more revenue than competitors that lag in customer experience
- Customers that excel at customer experience have 1.5 times more engaged employees than less customer-focused companies
- 68% of customers say the service representative is key to a positive service experience
Since over 85% of our employees work in customer service, it’s certainly not an exaggeration to say our business depends on providing exceptional customer service. We also realize how we treat our employees translates to better service for your patients.
Here are five proven strategies we use to enhance our customer service.
1. Hire People with Empathy
We understand talking about medical bills can be a difficult and stressful conversation. When we hire individuals for our contact center, we take the time to evaluate a person’s temperament and look for those with a high level of patience. We believe a good agent needs to be approachable.
2. Use Active Listening Skills
Agents need to be able to engage and connect with the patients. When interviewing, we look for people who will take the approach of, ‘let’s figure this out and take care of this bill in the easiest, most economical way for you.’ That only happens if the agent takes the time to really listen so they understand all the issues.
3. Create an Engaging Culture
We foster strong relationships by having potluck food days and monthly events that everyone can participate in to win raffles. We also have a recognition program to acknowledge those who go above and beyond for CMC and our clients. We survey our employees to learn why they stay, what they think about the company, and what we can do to make their jobs easier.
4. Promote from Within
We realize how we treat our employees translates to better service for our patients. If an employee is working in the contact center and desires to move into another department, we work with them to make that happen. Everyone benefits from this - the employee gets to learn new skills, and we keep and build on an employee who already knows our process, procedures and values.
5. Value All Employees
One thing the pandemic amplified is the need to be flexible and accommodating. However, we have always strived to be as understanding and flexible as possible. While we are not a family-run business, we do take the time to get to know each other. Small talk about what’s going on in each others’ lives makes a big impact on our work environment.
Put Our Customer Service Team to Work
To learn more about Credit Management Company and how our customer service team can help you improve your revenue cycle, contact us.