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 […]
Tag: Peter DeHaan column
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 […]
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 […]
Make Sure the Procedures You Expect Your Employees to Follow Still Make Sense for Their Job Today By Peter Lyle DeHaan, PhD We’ve talked about asking your staff for feedback and using their input to uncover ways to tweak your procedures. One way to do this is to eliminate processes that keep your call center […]
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Discover the Key Characteristics to Close More Sales By Peter Lyle DeHaan, PhD In the August issue of TAS Trader, we talked about identifying where your clients are located and adjusting your market strategy accordingly. But marketing is only half of a successful sales and marketing initiative. The other half is closing sales. Though much […]
Remove What’s Unnecessary and Retain What Is By Peter Lyle DeHaan, PhD Although I’m not trained as an industrial engineer, I think I’d make a good one. I have a knack of looking at processes and streamlining them. It gives me great satisfaction to take something overly complex and reduce it to its essential elements. […]
Align Sales and Marketing Strategy with Client Geographic Distribution By Peter Lyle DeHaan, PhD Since you can target online ads to specific markets, conduct a geographic analysis of where your customers are located. Let the results inform future ad targeting. Here are some considerations: Local Market Though there’s no longer a technical reason to go […]
Verify Key Information and Don’t Assume You Know the Answer By Peter Lyle DeHaan, PhD My first full-time job was repairing copy machines. One day, toward the end of my short tenure there, the new service manager shared his vision for the future of his department. The company had two product lines, each with its […]
Apply Your Experiences of the Past Year to Chart Your Future Course By Peter Lyle DeHaan, PhD Throughout my career, at both the businesses I’ve managed and the ones I’ve owned, I’ve sought incremental improvements, making small ongoing tweaks on a regular basis. By fine-tuning processes and paradigms over time, I made the operation better […]
Work to Enhance Customer Service to Better Meet Caller Expectations By Peter Lyle DeHaan, PhD What does your healthcare call center do to improve quality interactions with your callers and patients? While some call centers have robust programs in place, others struggle with implementation or following through, and a few keep putting it off. Regardless […]