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I was recently paying a bill to a medical group with whom my family seeks medical care. The Billing Specialist commented that she was feeling a little burned out with her job and wished she could make a difference for people.
She Didn’t Recognize Her Value I told her that she made a very big difference to me and my family. The current medical insurance requirements and changes have our minds literally swimming. She has provided us the expertise with coding and requirements to ensure that our claims are billed accurately to receive the appropriate and highest reimbursement. I reminded her that she educates me every time we speak about how the claims have been billed according to what the physician codes and how the insurance company can pay according to our policies. When there is a mistake made in the system, she contacts the appropriate people to fix it and have any corrections made. Above all else, she explains things to us in layman’s terms and reassures me that everyone in their department is working to be sure that our claims are handled appropriately. This gives me peace of mind.
People Do Business With Those They Know, Like, and Trust
Because Marilyn has proven to be a valuable resource to me in regards to our medical billing, anytime that an issue arises, I simply call her. I have recommended several people to this medical group simply because of the way she handles our accounts and lets me know that she has me covered. Obviously, the medical care is excellent, but it is the personal touch that Marilyn gives that lets me know she values the relationship our family has with that group.
This is the type of reassurance that customers need, no matter what the field of business. Customers want to know that you are there to help them solve their problems and are watching out for them.
A Valuable Resource to Keep Improving Everyday
To help you in your continued efforts of raising the bar in service, I’m including this link for your benefit. Five Steps to More Loyal Customers will change the way you interact with your customers the very same day you use it! When used as a tool for team development, the results are inspiring. You’ll get everyone talking and involved on how to make the customer experience so much better. Five Steps to More Loyal Customers will put you in the category of Walking the Talk when it comes to delivering excellent customer service!
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Great post. I often think about how service can/does improve profitability. Your post is a timely reminder (during the most hectic retail time of year) that people make service possible.
Customer service employees must truly love serving others. A friend often says you can’t teach height [to basketball players]. You can’t teach a passion for service either. http://bit.ly/bWZvMG