Outside-In Service Management™

As Fred ended the call Susan was interrupted by the panic button being pressed by Mrs. Hitchcock in bed 13. Fred noticed staff ignored the inventory system and checked the bedpan store first – it was empty. Over the next ten minutes the worst-case scenario played out as staff located a bedpan and helped the patient as best they could, to the embarrassment of all involved…

This week Ian looks at how the willingness of a single individual to think customer first can rescue and change dramatically the customer’s perception of the quality of service they are receiving from their service provider.

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