If you provide a service, sell a product, or otherwise interact with the public, it’s inevitable that someday you’ll be faced with an upset or angry customer. Maybe your product didn’t work the way that the customer wanted it to, or maybe an honest miscommunication turned their frustration into rage. Maybe they’re having a bad day and a hiccup with your company’s service was simply the last straw.
When your business is just getting started, using email to receive and respond to customer questions, concerns, and product issues makes sense. With a manageable number of clients and a small team, email inboxes are great (and free!) repositories for housing all of your correspondence with clients and dealing with matters of customer satisfaction. Folders and labels allow for simple organization, and most inboxes can hold thousands of messages that can be easily searched through by typing in keywords.
Patient safety and comfort should be a hospital's top priority. When a patient has a negative experience at a hospital or needs to voice a concern about the quality of their care, it’s important to have a system in place for case management and timely responses. Using an effective hospital complaint software for streamlining processes and organizing complaints helps hospitals stay on top of their work, answer inquiries more quickly, and resolve more patient cases.
When an adverse event occurs in a hospital that results in a patient being harmed or put in danger, that incident is supposed to be reported. Adverse events can include a patient fall, medication or treatment errors, patient information breaches, or injuries sustained due to equipment failure. From the Inspector General’s point of view, an adverse event is any event that is “preventable or non-preventable, that caused harm to a patient as a result of medical care.”
Doctors, nurses and other healthcare practitioners are no strangers to risk. Every day, they face contagious diseases, heal potentially fatal ailments and make treatment decisions that could very well be matters of life and death. The risk managers for hospitals are in charge of identifying areas that could cause harm to patients, visitors, or employees and trying to avoid as many issues as possible.
Your brand is, in many ways, your most potent form of currency in the retail industry. It can communicate trust, quality, service, fair pricing and many other factors that define a good customer experience. It's imperative that retailers protect their brand reputation at all costs.
It’s no secret that a vast majority of consumers today find extreme value in customer reviews. Think about it:
Common wisdom holds that businesses should minimize customer complaints as much as possible. While this is true, that doesn't mean that customer service teams should dread receiving negative feedback. By digging into the underlying issues at play with any given customer complaint, businesses can identify problems that may be lingering just below the surface.