Sharpen Your Focus on What Matters Most By Peter Lyle DeHaan, PhD Telephone answering services face a myriad of challenges. These range from competing options to technological solutions, from cost-effective service offerings to ensuring profitability. As a result, it’s easy to lose sight of the basics. Here are the key considerations of customer communications 101: […]
Technology Provides More Communication Channels to Serve Patients Better By Peter Lyle DeHaan, PhD The label of call center referencing outward-facing communications is an historically accurate term. At one time it handled calls from a central location. Hence, we formed a descriptively accurate name of call center. But many call centers have moved beyond calls […]
You Can’t Control What Happens Online, but How You React Is Key By Peter Lyle DeHaan, PhD Content posted on the internet can take on a life of its own, with the masses sharing it, adding comments, and promoting it to more and more people. This is usually an emotional response and seldom an informed […]
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 […]
By Peter Lyle DeHaan, PhD My daughter’s a teacher. In her first year out of college, she taught first grade, influencing the next generation. I don’t recall too much about my own first grade teacher. I do know I really liked her. Many times, my parents said Mrs. Frank gave me a great start in […]