Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
As I read more and more self-published books, I’m dismayed over a reoccurring theme: many lack robust editing. That’s not to imply these works had no editing at all, most did. It’s just that they lacked full editing. The first reminder to every writer is we can’t truly edit our own work. True, we must […]
Enhance Patient Communication by Applying Customer Service Skills to Your Call Center By Peter Lyle DeHaan, PhD Customer service can occur at various touch points from the telephone, to on-line, to in-person. Consider each one of these as it relates to your medical call center operation. The Telephone Channel The obvious and common source of […]
Use Names to Facilitate Effective Communication and Not Obscure It By Peter Lyle DeHaan, PhD In “The Perfect Answer,” we talked about using your name when answering phone calls. This makes a personal connection with the caller and facilitates productive communication to result in positive outcomes. Besides phone calls, names are equally important for online […]
For social media, I post an excerpt from my blog posts on social media, with a link pointing back to that post on my website. Though social media platforms prefer you don’t do this, because they want to keep you on their site, I want to get people to my site. That’s what is most […]
To Know Where You’re Headed You Must First Determine Where You Are By Peter Lyle DeHaan, PhD Year end is an especially busy time at most telephone answering services, but that’s not an excuse to focus strictly on the present and stop thinking about the future. In fact, December is an ideal time to give […]
How to Identify Speakers in Dialogue Here are some options to identify speakers in dialogue. 1. Tag your dialogue with any descriptive word other than said, such as exclaimed, interjected, sputtered, yelled, and so forth. I learned this in Middle School and followed it for many years. Now the recommendation is to avoid doing this, […]
With Increased Competition and More Patient Options, Providing Excellent Customer Service Is More Important Than Ever By Peter Lyle DeHaan, PhD I’ve covered various aspects of the call center industry, focusing here on healthcare contact centers, for the past 20 years. A persistent and reoccurring theme throughout this time has been customer service. This, I’m […]
Last week I experienced the importance of accuracy. With anticipation I opened an article submission. The topic was relevant and novel. My excitement, however, waned as I read his opening sentence. The author stated the earth’s population was 6.2 million. I thought there are over seven billion people on our planet, so I sought confirmation. […]
I didn’t know what I was doing for the first book I ghostwrote and charged in the mid-four figures. But it was an easy project, so my compensation worked out okay. My second ghostwriting experience was much more involved, and I charged twice as much. The fees for that book turned out okay, as well. […]
Balance Business Needs with Customer Impact By Peter Lyle DeHaan, PhD It’s a hassle when our credit card changes. We must track down every business that has our credit card number on file and update it. If we miss one company, we risk service interruptions or delivery problems. Sometimes we decide to switch cards, but […]