Work to Make Your Support Staff’s Job Easier By Peter Lyle DeHaan, PhD A common thread throughout these posts is that a person—not a department or an organization—provides customer support. The two exceptions are self-service and automated bots, but even these often require—or, at least, should require—an actual person to back them up. This means […]
Look for Ways to Applaud Customer Service and Patient Care Excellence By Peter Lyle DeHaan, PhD Working in a call center is challenging. Working in a medical call center is even harder, especially given what we’ve had to deal with in the past couple of years. The result has been rapid changes, often in quick […]
I remember it well. Alone, I sit in my home office. I should be working. I’m not. I’m distracted. In my windowless basement room, I swing the door shut and dim the lights. I know what I must do, but I don’t want to. I’ve been writing and publishing for years, but I’ve never owned […]
Now is a great time to publish a book and don’t let anyone tell you differently What is your perception of the future of books? Is interest in increasing, maintaining, or shrinking? The media would have us believe the end is near, at least as far as the book business, especially print books, is concerned. […]
The TAS Industry Centers on a Readily Understood, Universal, and Reliable Technology By Peter Lyle DeHaan, PhD Telephone answering services handle thousands of telephone calls every day. The majority are incoming calls that come from clients’ customers and prospects. The rest are outgoing calls made for clients. With the continual use of the telephone at […]
Most definitely! First, if writing were easy, everyone would do it. Though anyone who knows how to read can write, few people can write well. That’s what being a writer is: exercising our ability to string words together with excellence. As with any worthwhile endeavor, it takes time to develop skill as a writer. As […]
Say What You’ll Do and Do What You Say By Peter Lyle DeHaan, PhD Repeated stories in these posts relate to cell phone companies. It’s a sad commentary on the industry, yet these lessons apply to all businesses. For cell phone companies, a disregard for existing customers and preference for new business drives existing customers […]
Be Sure You Deliver the Options Today’s Consumers Expect By Peter Lyle DeHaan, PhD For years we’ve talked about the need for healthcare call centers to become contact centers. This name realignment shifts our attention from telephone calls to embrace other forms of contact as well. This is a multi-channel mindset, and we provide multi-channel […]
I really, really try to not go back and read what I have already posted. First of all, it’s not a good use of my time. Secondly, revisiting my work causes me to either be too critical of what I wrote or too generous–neither of which is a healthy consideration. Last, with each re-read, I will inevitably […]